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Essential Skills

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Essential Skills

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About this activity

Game to remind the essentials skills a retention agent should have

Created by

Julian David Suarez Baron
Julian David Suarez Baron
Colombia

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Essential Skills
 

Essential SkillsOnline version

Game to remind the essentials skills a retention agent should have

by Julian David Suarez Baron
A
C
D
E
F
G
H
I
J
K
L
N
O
P
R
T

Starts with A

- Focused attention to what the customer says and doesn’t say. - Validating the customer’s concerns or emotions.

Starts with C

-The ability to communicate calmly, clearly, and with authority — showing the customer that the agent is knowledgeable, trustworthy, and in control of the situation.

Starts with D

-Reducing tension and redirecting toward solutions.

Starts with E

-Expressing genuine concern. -Managing emotions

Starts with F

- is the ability to adapt your approach, tone, and strategy in real-time based on the customer’s behavior, needs, and mood — while still aiming for a productive outcome.

Starts with G

-the ability to stay focused on desired outcomes

Starts with H

- The skill of effectively addressing a customer’s concerns, doubts, or resistance -Being truthful, transparent, and ethical when communicating with customers — even when the truth may be difficult to share.

Starts with I

-The skill of clearly, accurately, and confidently communicating information to customers

Starts with J

-Knowing when to push forward and when to hold back.

Starts with K

- Showing competence and confidence in the information of the product

Starts with L

-Choosing words that reduce tension and build cooperation.

Starts with N

-Finding a middle ground that meets both needs.

Starts with O

- Making the customer feel that you’re solving the problem with them.

Starts with P

-Referring to customer history, usage, or preferences.

Starts with R

-The ability to build a positive, personal connection with a customer

Starts with T

-Handling the issue efficiently without rushing in a timely manner

 
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