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WorksheetsCore Skills in the Call Flow
Total questions: 10
Worksheet time: 7mins
AER stands for:
Acknowledge Empathy Reassurance
Acknowledge Empathize Reassure
Acknowledge Empathize Recap
Acknowledge Empathy Recap
True or False: The way you say things is not as important as what you say.
True
False
How can you show the customer your desire to help?
Reassure the customer and take ownership of their issue
Use ownership statements
Advise the customer there is nothing you can do
Speak with uncertainty always
5W1H is:
Who What When Where Why How
Who What When Which Why How
Who What When Which Where How
On each call we want to be sure to express sincere...
Sympathy
Empathy
Our hold standard is:
1-3 minutes
2-4 minutes
1-2 minutes
What is step 3 for handling difficult conversations?
Acknowledge
Ask Probing Questions
Gain Control
Find Solutions and Options
For Quality purposes we follow the _______ philosophy.
Best > Good > Better
Good > Best > Better
Good > Better > Best
On every call we need to make sure to:
Shout and Argue
Show Empathy
Treat each caller with respect
Be sure to mumble and sound like a robot
Edwards Deming said: "If you do not know how to ask the the right question...."
"You discover everything."
"You won't be able to do anything."
"You discover nothing."
