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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

Ana Maria Munoz
Ana Maria Munoz
Colombia
This game is a version of
Essential Skills

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Essential Skills
 

Essential SkillsOnline version

Game to remind the essentials skills a retention agent should have

by Ana Maria Munoz
A
C
E
H
I
K
L
O
P
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 E

-Expressing genuine concern. -Managing emotions

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 ability to take action independently, solve problems proactively -Ability to communicate well, work effectively with others, and build positive relationships

Starts with K

- Showing competence and confidence in the information of the product

Starts with L

- The skill of fully focusing on and understanding what someone is saying - Ability to guide, motivate, and support others toward achieving a common goal

Starts with O

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

Starts with P

- Ability to stay calm and composed in challenging or delayed situations - The way you conduct yourself at work with respect, responsibility, and integrity

Starts with T

- Handling the issue efficiently without rushing in a timely manner - Ability to work well with others to achieve shared goals - The way your message sounds or feels to others, whether spoken or written

 
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