Memory Game Rate Objections: Soft Skills (D)Online version Rate Objections: Soft Skills Memory Game by Danielle Wilkes You assure an upset customer that you understand and proactively address questions you think they may have as you discuss their rates. Example of NOT Empathizing A customer continually interrupts you. You wait then assure the customer you can meet their needs and redirect the conversation toward a solution. Example of Communicating Clearly Example of Active Listening A customer is crying on the call due to the addition of a PCI fee. You respond by telling the customer they need to take an SAQ to remove the fee. Example of NOT Taking Ownership Example of NOT Creating a Connection Example of NOT Actively Listening You are online shopping while on a call with a customer. Example of Taking Ownership Listen, clarify, empathize, take ownership, and connect with the customer. You minimize your team chat threads and email while on a call. Soft skills help you to... A customer is continually interrupting. You wait so long after the customer has finished speaking to respond that they ask if you're still there. Example of Empathizing A merchant has multiple increases on their account. You do not clarify which increases the customer would like to address before offering a solution. You ask questions to understand the issue when a customer says they're paying for a terminal that doesn't work. Example of Creating a Connection To manage difficult conversations, you must... Stay present, attentive, and engaged during difficult conversations so that you can achieve the results the customer is looking for. The customer is talking about their daughter's wedding and the costs of the dress and caterer. You do not respond to any of their personal comments. Example of NOT Communicating Clearly A merchant's business is in your hometown. You tell the merchant you are from there and ask if they've always lived there/moved/etc.
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