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Ice Breaker

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United States

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WECareOnline version

Ice Breaker

by Chandra Mae Cinco
1

Polite and respectful behavior; Addressing the client appropriately after the latter states his/her name

  
  
2

Understanding and sharing the feelings of clients, Tailoring the interaction to the specific needs and emotions of the client rather than using generic responses

  
  
3

Recognize the client’s situation and validate their feelings, Helps the specialist confirm that they have actively listened and understood the reason for calling

  
  
4

Conveying trust and confidence to clients, Taking ownership of client’s concern with the assurance that we will see the issue through to resolution

5

Conveying information clearly and efficiently while understanding client’s needs and concerns, adapting communication style to suit different clients and situations

     
     
6

Asking open-ended, clarifying questions to understand needs, root cause of the issue and client’s perspective , Involves reflective listening to confirm understanding of the client’s concern

7

Resolution provided adheres to the company policies and procedures, ensuring that the solution is appropriate and authorized,

     
  
  
8

Successful handling and resolution of a client’s issue or inquiry, Correct and relevant information provided in a timely manner

     
  
  
9

Clearly communicating to clients what they can anticipate, Includes outlining timeframes for follow-up, clarifying process and expected outcomes

     
     
10

Proactively identifying and preparing client’s needs/requirements before they are explicitly expressed, Includes advising our self-service options for client’s convenience.

     
  
  
11

Actively encouraging merchants to respond to the email survey.

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