Matching Pairs Soft Skills MatchingOnline version Match the action to the soft skill by Victoria Sorensen 1 Call Close 2 Hold Technique 3 Avoiding Escalations 4 Greeting 5 Personally Accusing 6 Face Noises 7 Dead Air 8 Call Ownership 9 Voice Tone 10 Delivering Bad News in a Positive Way One moment while I... Negative Final offer Heavy obligating Heavy sighs Great time to use the customer's name Wishing them away Thank you for calling ICU Medical You didn't send in the order Call the customer back to the phone