23/05/24, 11:09 SkillsBuild Learning

SkillsBuild Learning
Course 1: Communication Skills

Introduction
5 Minutos

Welcome to the Customer Engagement Specialist courses and getting started on your journey to becoming a
customer service representative!

This is course 1 of 4 in the Customer Engagement Specialist series:

1. Communication Skills

2. Personality Dynamics

3. Problem Solving

4. Process Controls

Badging opportunities
Complete Communication Skills and Personality Complete Problem Solving and Process Controls,
Dynamics, including the end-of-course quizzes, and including the end-of-course quizzes, and earn
earn the Customer Engagement: Communication the Customer Engagement: Problem Solving and
and Personality Dynamics badge! Process Controls badge!

What you'll learn

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The purpose of Communication Skills is to introduce you to the work environment by exploring the importance
of building rapport and maintaining a positive tone when communicating with customers. You'll learn the
value of and demonstrate how to use clear and concise information. You'll also explore how to collaborate
with colleagues to improve the overall work experience for everyone!

Content overview

• Topic 1: You are what they hear

• How to build rapport with customers

• Why smiling, tone, and nonverbal cues are important

• Topic 2: Clear and concise information

• Strategies to use to understand the problem the client is experiencing

• How to ask clear and concise questions

• Keeping things simple

• Topic 3: Just the facts

• How to get to the facts to lead customers through fact-based resolution

• Dealing with information overload

• Topic 4: Tricks of the trade

• The art of saying no

• Adapting to the caller's skill level

• Taking ownership of the caller's problem

• Why collaboration in the workplace is important

• Graded quiz

How the course works

The topics in this course are broken down into lessons. Each lesson is introduced by a short video, followed by
a practice activity in which you can apply your new knowledge, and then a summary practice activity in which
you can put it all together and deepen your understanding of the topic.

Make sure you play each video and complete the practice activities; they are your opportunity to develop and
apply new skills and reflect on your learning.

Quiz

There is a graded quiz at the end of the course. You must get 80 percent to pass. Don't worry! If you aren't
successful at first, you can retake the quiz as many times as needed to pass.

Duration

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The course might take you from 3 to 4 hours to complete. Remember to take your time, make notes along the
way, and take breaks when needed. You can always come back and pick up where you left off.

Ready to get started?

You're already finished your first lesson!

When you're done with a lesson, click below to collect your credit and
confirm completion!

Then, click and continue to the next lesson in the course.

Try it now!

Content created by Knowledge Accelerators. For SkillsBuild use only; do not distribute.

You are what they hear: Build rapport with

customers
10 Minutos

How do I begin to build rapport with callers?

LEARN THE CONCEPTS IN THE VIDEO!

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Practice: What would you do to build rapport with this customer?

Click the Play button and listen to the following voice clip.

What would you do to build rapport with this caller?

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

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Save Text Save Text Save Text Save Text Save Text Save Text

Save Text Save Text Save Text Save Text Save Text Save Text

Save Text Save Text Save Text Save Text

Evaluate your thinking

Does your answer from the previous activity include these ideas? Click to check!

Idea 1

Start the conversation with a warm up

This can be as simple as, “How is your day going so far?” or “What’s the weather like where you are today?”
But in the case of this caller, you may need to begin by stating that you are sorry they are so frustrated and
understand that your warm up here may really need to be well thought out!

You will learn more about working with angry callers in course 3, Problem Solving.

Idea 2

Use verbal nods

A verbal nod lets the caller know you are listening. You can do this by using soft “ums” and “ahs” as the
customer speaks.

Idea 3

Use active listening skills

Active listening is the process of reflecting on the caller's problem, and then repeating it back to ensure
understanding. Once you have clarified the problem, you must then follow up with questions to help refine
your search for the problem and the solution.

Idea 4

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Be adaptable in your approach

Perhaps the most valuable tip is be adaptable in your approach. There really isn't a one-size-fits-all approach
to building rapport. Each caller comes to the call with their own set of circumstances. You will have to adapt to
the needs of each and every caller!

You are what they hear: Smiling

10 Minutos

Why is smiling so important?

LEARN THE CONCEPTS IN THE VIDEO!

Practice: Record yourself saying “Have a good day!”

Record yourself saying “Have a good day!” with a Duchenne smile. (If you're having difficulty making a
Duchenne smile, think about the funniest thing that ever happened to you. This usually makes it easier to
smile genuinely!)

Then, record yourself saying the same phrase “Have a good day!” with a non-Duchenne smile, and without a
smile.

Listen to your recordings and then reflect on the following questions:

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How does the Duchenne smile, the non-Duchenne smile, and the non-smile influence how the phrase
sounds?

• Did smiling change the way you felt as you were speaking?

Recording tips

You can make a recording of yourself using your phone or computer. Provided are helpful links to get you
started!

 How to Record Audio on a Mobile Phone (https://www.wikihow.com/Record-Audio-on-a-Mobile-Phone)

 How to use Voice Recorder (Applies to: Windows 10) (https://support.microsoft.com/en-
us/help/4028308/windows-10-how-to-use-voice-recorder)
 Record a voice memo on your Mac (https://support.apple.com/guide/voice-memos/record-
vmaa4b813415/mac)

You are what they hear: Tone

10 Minutos

Why is tone so important?

LEARN THE CONCEPTS IN THE VIDEO!

Practice: Why is tone so important?

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A customer calls in with a computer issue. The call takes a long time since the caller is not following directions
correctly, and the problem they're experiencing is very complicated. You start feeling frustrated and tense,
and notice that your tone changes despite your best efforts to keep it positive. Although they didn’t complain
during the call, you find out later that they filed a complaint against you.

If given the opportunity to “redo the call,” what would you do differently?

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Your text has been saved. Click "X" to continue. ×

Evaluate your thinking

Does your answer from the previous activity include these ideas?

Click here to check!


Your response should discuss not only the importance of staying enthusiastic and using positive language, but
about changing your tone.

Remember: Merely using positive language is not enough!

According to research by Debi LaPlante and Nalini Ambady at Harvard University, people are more likely to
view you as polite and interactions as positive if your tone reinforces the polite words that you are using.

To truly connect with your callers you need to incorporate a positive tone of voice.

Using a positive and polite tone will help make your callers feel at ease and promote a positive perception of
you and your company!

You are what they hear: Nonverbal cues

10 Minutos

Why are nonverbal cues so important?

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LEARN THE CONCEPTS IN THE VIDEO!

Practice: Identify the importance of nonverbal cues in text-based

communications
In an increasingly technological world, we've all been the recipient of a text or instant message that baffled
us. Maybe the text was misspelled, maybe we read too much into a misplaced period or an emoji that didn't
seem to fit the situation. It can be hard for tone and other cues to come across in text, but it's important to
identify how a customer feels and for you to make sure you keep your tone positive, understanding, and
professional.

Imagine you receive both these messages from two different customers. How would the nonverbal text clues
you can gather from these messages affect the outcome of your response? Explain your reasoning.

• Customer 1: “Hi. I've been hav trouble with my new comp ...... it won't stop restarting ...... I can't load
anything ...... plz help!!!!!”

• Customer 2: “Hi! I'm having trouble with my new computer. It won't stop restarting, and I can't load
anything. Can you help me fix it?”

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Your text has been saved. Click "X" to continue. ×

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Evaluate your thinking

Does your answer from the previous activity include these ideas?

Click here to check!


You likely noticed as you created your response that Customer 1 might be more stressed out than Customer 2.
There's a possibility they are younger, may have less background knowledge, and need more help. The
misspellings and grammar issues could suggest that they may be using a device other than their computer to
type, may be flustered from struggling with this problem, or it may even be their normal typing style.

All customers deserve patience, compassion, and support! It matters more how you type, not how they do. As
you write text communications to customers, keep these things in mind:

• It is more difficult to control how customers interpret your words in written communication than in verbal
communication. Write clear and professional communications and you are more likely to keep your
customers satisfied and informed.

• Just like with verbal communication, do not forget to stay polite and professional.

• Avoid using all caps, since this can be interpreted as yelling.

• Don't overuse punctuation. For instance, it's okay to use an exclamation point for emphasis or to express
excitement, but using three is excessive and increases the likelihood of a misunderstanding.

• Proofread your messages before sending and imagine you're reading them in a bad mood. If you see
something that you think could escalate the situation, revise it to make your intentions clearer. Remember:
You're there to help, and all text-based communications you send should reflect this to the customer!

You are what they hear: Topic 1 summary

5 Minutos

Put it all together: You are what they hear

You receive a call from a caller who sighs the second you pick up. The caller seems tense. He says that his
phone's screen isn't registering his touch. He's tried to fix it on his own and is finally fed up. He says he really
needs his phone fixed right now.

What would you do to build rapport with this caller?

How would you make sure your tone and non-verbal cues conveyed enthusiasm?

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

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Your text has been saved. Click "X" to continue. ×

Evaluate your thinking

Does your answer from the previous activity include these ideas?

Click here to check!


When building rapport with a caller, you want to:

• Start the conservation with a warm up

• Use active listening skills

• Use verbal nods

• Go off-script

• Be adaptable

• Set realistic expectations for solutions and keep your promises to every caller

• Focus on how what you know you can do to help

• Recognize and respect cultural differences

• Be respectful of the individual

Clear and concise information: Understand the

problem first
10 Minutos

What strategies should I use to understand the problem the customer is

experiencing?

LEARN THE CONCEPTS IN THE VIDEO!

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Practice: Frustrated caller

Click the Play button and listen to the following voice clip.

What would you do to build rapport with this caller?

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

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Your text has been saved. Click "X" to continue. ×

Evaluate your thinking

Does your answer from the previous activity include these ideas?

Click here to check!


• You can make sure you understand the problem the customer is experiencing by repeating the problem
back to them. For example, you could say, “It sounds like your computer is running too slowly.”

• You can also ask follow-up questions to clarify and narrow down the solution, such as how long they've
been experiencing this problem.

• After you determine the problem, then you can show them how you can help!

• By telling the customer what you're doing, why, and how it will solve their problem, you will help ensure that
they are eager to proceed with the solution. Make sure to be careful in your explanation! It’s important to be
clear, concise, and not too technical!

Clear and concise information: Ask clear and

concise questions
10 Minutos

How do I ask clear and concise questions?

LEARN THE CONCEPTS IN THE VIDEO!

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Practice: What questions would you ask?

As you know, once you believe you understand the problem, you should continue to use questioning
strategies to learn more about the problem. Choose one scenario from the list provided and create a list of
clear and concise questions.

1. “I can’t get my printer to print.”

2. “I cannot open an email attachment.”

3. “I can’t log on to your website.”

4. “I am unable to reset my Apple ID.”

5. “I have been trying to cancel my order, but I can’t do it!”

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Your text has been saved. Click "X" to continue. ×

Evaluate your thinking

Does your answer from the previous activity include these ideas?

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Click here to check!


Make sure your questions adhere to the following guidelines:

• Keep your questions clear, concise, and fact-based. Open-ended questions should be used to gather
information, while evaluating the problem. Closed-ended questions are used to focus on one specific area
and confirm facts.

• Explain the purpose of your questions to callers. Letting a caller know why you're asking these questions
will help with understanding of the overall problem and decrease the likelihood that callers will become
annoyed from having to answer so many questions.

• Make sure each question serves a purpose. Asking unnecessary questions can make the caller annoyed,
and increase your call time. Stick to the questions that will help you solve the problem at hand.

• Using overly technical language can confuse callers. It's best to substitute the technical term for a more
basic term whenever possible.

• Pay attention to the language the caller uses and meet them where they are. When it is clear that the caller
does not know the correct name of something, include descriptions of the items or options you are referring
to. For example, instead of saying, “click on the File Explorer icon,” simply say, “click on the image of the file
folder at the bottom of your screen.”

• As you progress through the call and continue to introduce new steps, language, and work towards a
solution, it's very important to ask follow-up questions to make sure the caller is performing the steps as
instructed and they do not become overwhelmed or lost by the instructions.

Clear and concise information: Keep things

simple
10 Minutos

Why is it important to keep things simple?

LEARN THE CONCEPTS IN THE VIDEO!

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Practice: Keep things simple

Think about the question at the beginning of the video. Now, in your own words, answer why you think it is
important to keep things simple when talking to a customer.

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Your text has been saved. Click "X" to continue. ×

Evaluate your thinking

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
Why is it important to keep things simple?

KISS principle

The KISS principle, which stands for "Keep It Simple and Straightforward" (also called "Keep It Simple Silly"
and "Keep It Short and Simple"), suggests that systems work best if they're kept as simple as possible.
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Occam's razor

Occam's razor is a philosophical principle that states that when multiple solutions exist, the simplest solution
is usually the best. This principle should only be used when both solutions work equally well, but one is more
complex than the other.

Clear and concise information: Topic 2

summary
10 Minutos

Put it all together: Clear and concise information

A caller reports that their computer is booting up, but that the screen will not turn on. You can tell they're
overwhelmed, and they seem to be on the verge of tears. You realize right away that it will be very important
not to overwhelm them anymore.

1. What steps would you take to understand the problem the caller is experiencing?

2. What clear and concise questions would you ask?

3. How would you show them how you can help?

4. How would you make sure you kept things simple for the caller? (Remember: Apply the KISS principle
and/or Occam's razor if necessary.)

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Your text has been saved. Click "X" to continue. ×

Evaluate your thinking

Does your answer from the previous activity include these ideas? Click to check!

Idea 1

Know the appropriate course of action

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When addressing the customer, make sure to comprehend the issue first before jumping in. To ensure
understanding, you can repeat the problem back to the customer. Then, you can discuss and demonstrate
your ideal solution.

Idea 2

Ask clear and concise questions

You need to make sure your questions are clear and concise. It is important to ask follow-up questions to
provide better assistance. Your questions should be succinct, and you should explain the purpose of your
questions to the caller. Each question should serve a purpose.

Technical language may do more harm than good. Use basic language and ask for a description of the issue.
The only exception to this is if the caller introduces technical language and demonstrates knowledge.

Idea 3

Keep things simple

When you use the KISS principle or Occam's razor, you can target on the essentials. Focusing on the
essentials helps you accomodate frustrated customers and speed up customer interactions. Processes are
ideal when they are basic. The solution that's best is the one that makes the fewest assumptions. This also
boosts the chances that the customer will become self-reliant when they come across the same issue again.

Just the facts: Get to the facts

10 Minutos

How do I get to the facts, so I can lead customers through a fact-based

problem resolution?

LEARN THE CONCEPTS IN THE VIDEO!

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Practice: Recap the facts and ask probing questions

A customer calls and reports that her new phone is broken. You ask her what is meant by “broken” and she
says, “It just doesn't work! It's not DOING anything!” You're not sure what the problem is yet, and decide to
start asking probing questions to help you diagnose what's wrong.

How would you get to the facts by asking probing questions? Remember: Every question needs to serve a
purpose. Choose your questions wisely!

In your own words, answer why you think it is important to keep things simple when talking to a customer.

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Your text has been saved. Click "X" to continue. ×

Evaluate your thinking

Does your answer from the previous activity include these ideas?

Click here to check!


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As you know, one thing that’s important here is not to assume that the customer is right and that her phone is
actually broken. Your questions will be key here. Did your probing questions follow the guidelines outlined?

• Questions are clear, concise, and fact-based.

• Questions are open-ended to evaluate the problem, and close-ended questions to focus on a specific area
and confirm facts.

• The purpose of each question is explained to the caller.

• Each question serves a purpose.

• Questions avoid overly-technical language.

• Follow-up questions are provided.

Did you use what you learned about the KISS principle and Occam's razor and to answer the question about
why keeping things simple is important?

KISS principle

The KISS principle, which stands for "Keep It Simple and Straightforward" (also called "Keep It Simple Silly"
and "Keep It Short and Simple"), suggests that systems work best if they're kept as simple as possible.

Occam's razor

Occam's razor is a philosophical principle that states that when multiple solutions exist, the simplest solution
is usually the best. This principle should only be used when both solutions work equally well, but one is more
complex than the other.

Just the facts: Information overload

15 Minutos

What is information overload, and how can I help customers who are
experiencing it?

LEARN THE CONCEPTS IN THE VIDEO!

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Practice: Identify information overload

Listen to the following voice clip.

Is there anything in this clip that might indicate that the caller is experiencing information overload? If so,
explain what it is.

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

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Your text has been saved. Click "X" to continue. ×

Evaluate your thinking

Does your answer from the previous activity include these ideas?

Click here to check!


As a customer support agent, you will be able to listen for information overload. You will hear it in your
customers' voices. Callers who are experiencing information overload will generally be frustrated, and may
mention that they have been working on solving the problem themselves for an extended period.

Callers experiencing information overload will provide a lot of background information on the situation, and
any methods to solve the problem that they have tried already. Callers will also be very eager for a quick
solution to their problem, and may even demand that the situation be resolved promptly, since they have been
working hard to resolve the issue themselves. Callers may appear distrustful or judgmental because they have
been researching solutions on their own. They may be worried that you will not be able to fix their problem,
just as they couldn't.

Callers will also be impatient and will likely see the problem as a huge waste of time. Staying calm and patient
is key for callers experiencing information overload, and you may have to refocus them and remind them that
you are both working hard to solve their problem. They are likely to be calm and more patient if they receive
these reminders.

Prevent and fix information overload.

LEARN THE CONCEPTS IN THE VIDEO!

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Practice: Accommodate information overload

A caller tells you that their printer is going nuts. It has been printing nothing for a long time and doesn't even
have a job in its printing queue. You can hear it whirring in the background. They say they've tried shutting it
off, but the second they turn it back on, it keeps doing the same thing. They've spent hours looking into what
this could possibly mean. They even had a neighbor who is very into technology and can fix anything come
over. You can tell by the caller's tone that they are experiencing information overload.

How would you help this caller? In your explanation, make sure to demonstrate your understanding of
information overload.

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Save Text

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You can help out the caller by asking what they've already tried to do to solve their problem, and then skipping
those troubleshooting steps. By skipping these steps, you will likely help to reduce caller stress and honor
efforts they have already taken to solve their own problem.

You can also help your callers avoid Information Overload by avoiding providing too much background
information. In this case, you would want to avoid talking through the many issues that could possibly be
going on with the printer, and would instead want to focus on solving the problem, not involving them
significantly in what could have gone wrong.

Again, it important to avoid using technical language. Callers will already feel overwhelmed by their problem,
and adding overly-technical language on top of this is likely to make them feel even more overwhelmed.

Along with not providing too much background information on the caller's problem, stick to the facts and
steps needed to solve the problem. Do not ask the caller to perform more steps than necessary, and avoid
providing them with too much additional information.

Just the facts: Topic 3 summary

15 Minutos

Put it all together: Just the facts

Imagine that you are trying to explain how to make a peanut butter and jelly sandwich to someone who has
never made one before. They know what bread is, but have never heard of or eaten peanut butter or jelly. You
do not want to provide too much contextual information because you need to make sure that the procedure
itself is well understood.

Write out the process to make a peanut butter and jelly sandwich in simple fact-based directions. Remember
what you learned in Topic 2 about providing clear and concise directions.

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Your text has been saved. Click "X" to continue. ×

Evaluate your thinking

Does your answer from the previous activity include these ideas?
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Click here to check!


When you provide a solution to a caller, you want to guide them through the solution step by step. This saves
time, provides opportunities for follow-up questions, and makes the caller feel like they have received
personalized support.

Additionally, you do not want to overload them with information that could cause the person to become
overwhelmed, frustrated, and angry.

Tricks of the trade: The art of saying “no”

10 Minutos

How do I make “no” sound like “yes”?

LEARN THE CONCEPTS IN THE VIDEO!

Practice: Try saying no

A customer calls demanding that a screen repair on his dropped phone is covered, though this is not part of
his warranty. This goes against company policy, which states that broken phone screens are not covered.

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How would you say “no” to this caller? (Include at least 3 of the 5 steps in the art of saying no.)

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

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Evaluate your thinking

Does your answer from the previous activity include these ideas? Click to check!

Idea 1

Step 1: Stay calm and confident.

Even if the caller seems angry, make sure that you stay calm and polite as you explain the situation.

Idea 2

Step 2: Express regret and offer an explanation.

For example, if a customer wants support for a product that you are no longer providing support for, you might
say, “I’m sorry. We are no longer offering support for that product.”

Idea 3

Step 3: Be enthusiastic about what you can offer to the caller, and express empathy.

Idea 4

Step 4: Maintain a smile and stay confident, but firm.

The caller may try to argue with you and be frustrated, but staying confident and keeping a smile on your face
while staying patient and maintaining your resolve will help.

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Idea 5

Step 5: Don't go against company policy.

If the caller tries to get you to go against company policy, such as trying to convince you to provide support for
an outdated product you are no longer servicing, or replace a product that is out of warranty, stay calm and
stick to company policy.

Tricks of the trade: Adapt to the caller’s skill

level
15 Minutos

How do I adapt to the caller’s skill level?

LEARN THE CONCEPTS IN THE VIDEO!

Practice: Avoid language that is too technical

Listen to the following voice clips and follow along with both explanations on how to solve an Internet
connectivity problem.
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Audio 1 Audio 2

Which voice clip do you believe represents the better solution for the caller and why?

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

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Evaluate your thinking

Does your answer from the previous activity include these ideas?

Click here to check!


Clip 1 is the clip that provides the caller with a better solution. Both solutions work, but Clip 2 uses more
technical language and is more likely to cause confusion. The agent likely hasn't determined the caller's
learning level yet, but is assuming they'll be able to perform more advanced tasks.

Clip 1 guides the customer through the problem step by step, and assumes the caller might need help finding
icons. This is less likely to cause frustration. Remember: Treating each caller as an “average customer” and
assuming that all callers have foundational knowledge may be a tempting way to handle customer support.
But the fact is, each caller will require personalized support!

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Tricks of the trade: Take ownership

10 Minutos

How do I take ownership of the caller’s problem?

LEARN THE CONCEPTS IN THE VIDEO!

Practice: Take ownership of a caller’s problem

You get connected to an angry caller. The caller indicates that she works from home and is struggling to get
her Internet to work. The caller says that she could miss a whole day of work if you do not get this issue
resolved for her soon! She explains that she has already missed work because she is taking care of a sick
relative. You can tell that you must be particularly empathetic and careful with this caller.

Describe what you would do take ownership of this caller’s problem.

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Your text has been saved. Click "X" to continue. ×

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Evaluate your thinking

Does your answer from the previous activity include these ideas? Click to check!

Idea 1

Empathize with your caller

It’s important to let the caller know that you care about the issue they are experiencing.

Idea 2

Don’t take the easy way out

It can be easy to brush off any problem that’s not yours, or to give the caller a quick fix that may only solve
their problem temporarily, or just get them started and trust that they will figure the rest out on their own.

Idea 3

Be a resource

The caller is relying on you to provide them with accurate support. It’s important to provide them with the
information they need, but also to admit when you do not know the answer.

Tricks of the trade: Collaboration

10 Minutos

Why is collaboration important?

LEARN THE CONCEPTS IN THE VIDEO!

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Practice: Learn from your colleagues

Listen to the two audio clips. In one clip the colleague is describing a call that went very well, and in another, a
call that escalated.

Clip 1 Clip 2

Explain your “takeaways” from each clip to demonstrate your understanding of the importance of
collaboration between you and your colleagues.

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Your text has been saved. Click "X" to continue. ×

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Evaluate your thinking

Does your answer from the previous activity include these ideas?

Click here to check!


The first call went well, and the second call did not. You can learn a lot from both calls! From the first call, you
can learn more about accommodating information overload and the importance of being patient and
enthusiastic. The lack of success from the second call can demonstrate the importance of using a positive
tone.

Remember:

• By learning from the experiences of your colleagues, you will learn valuable skills that can help you to
become a better agent!

• It’s not just important to listen to your colleagues’ stories, though. Share your own!

• By sharing your experiences with others and listening to theirs, you can learn how to complete tasks faster,
learn from the mistakes of others, and get advice on improving your calls.

• As you share experiences with your colleagues, keep both positive and negative experiences in mind. It can
be tempting to exclusively tell your success stories, but by sharing calls that may not have gone smoothly,
you open up opportunities for your colleagues to coach you.

Tricks of the trade: Topic 4 summary

15 Minutos

Put it all together: Tricks of the trade

A colleague tells you about a caller she worked with several days before. She said that the caller’s computer
was overheating and, as it turned out, the battery in his laptop was prone to that issue. Luckily, his computer
still had a couple days left on the warranty.

She was happy that she was able to help the caller isolate the problem and help him obtain the warranty
information he needed. She explained that she was so happy he was able to replace the battery for free! If he
had called a few days later, he would have only qualified for a discounted battery offered to customers whose
batteries failed within 30 days of the warranty’s expiration. You had no idea about the battery issue pertaining
to this laptop or about the replacement options.

A few days later, you get a call from a customer with the same model laptop. This caller also has issues with
her laptop overheating, but in her case, her warranty has just expired.

1. How would you use what you learned from your colleague’s experience to address this caller's problem?
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2. How would you take ownership of this caller’s problem and also make sure the caller fully understood the
situation?

3. How would you use the the art of saying “no” to explain the issue with her expired warranty?

Enter your response in the provided text box. (Writing an answer is a good way to process your thoughts. These
answers are saved to your computer for your use only.)

Your text has been saved. Click "X" to continue. ×

Evaluate your thinking

Does your answer from the previous activity include these ideas? Click to check!

Idea 1

The art of saying no

1. Stay calm and confident.

2. Express regret and explain.

3. Be enthusiastic about what you can offer and express empathy.

4. Maintain a smile and stay confident, but firm.

5. Don't go against company policy.

Idea 2

Adapt to the caller's skill level

Remember, one size of support does not fit all your callers. All callers are not the "average" customer.

Callers with a "lower" level of understanding lack foundational knowledge. You will need to ask questions to
guide the caller and check for understanding by using common language.

Callers with an "average" level of understanding have a grasp of the problem and cause. You can volunteer an
explanation.

Callers with a "high" level of understanding use technical terms and present background knowledge. Mirror
their language skills, and continue to check for understanding.

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Idea 3

Take ownership

You need to own the problem. Initiate control of the conversation, empathize with the caller, fully address the
caller’s issue without applying any rushed shortcuts, and be an honest and reliable reference for your callers.
If you cannot solve the issue, inform the caller why another representative would be more useful.

Idea 4

Collaborate with your colleagues

Learning from others helps you become a better agent. Working together helps you complete tasks faster and
learn from each other’s mistakes. Building relationships with colleagues will improve your work and theirs.

Show what you know!

10 Minutos

Quiz
How much do you know about the communication skills required of a customer engagement specialist?

Remember: You must get 80 percent to pass the quiz. Don't worry! If you aren't successful at first, you can
retake the quiz as many times as needed to pass.

Click Let's Play! and show what you know

Tip!

After all the activities in this course are marked complete and you pass the quiz, you can move onto the
next course in this series, Personality Dynamics.

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