Memory Rate Objections: Soft SkillsVersión en línea Rate Objections: Soft Skills Memory Game por Danielle Wilkes Example of Empathizing Listen, clarify, empathize, take ownership, and connect with the customer. To manage difficult conversations, you must... 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. 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 Creating a Connection You ask questions to understand the issue when a customer says they're paying for a terminal that doesn't work. A customer continually interrupts you. You wait then assure the customer you can meet their needs and redirect the conversation toward a solution. You assure an upset customer that you understand and proactively address questions you think they may have as you discuss their rates. A merchant has multiple increases on their account. You do not clarify which increases the customer would like to address before offering a solution. Example of Creating a Connection Example of Communicating Clearly Example of Taking Ownership Example of NOT Taking Ownership Stay present, attentive, and engaged during difficult conversations so that you can achieve the results the customer is looking for. Example of NOT Actively Listening Example of NOT Empathizing Soft skills help you to... You are online shopping while on a call with a customer. You minimize your team chat threads and email while on a call. 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 Active Listening 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.
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