Essential Skills

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Game to remind the essentials skills a retention agent should have

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Julian David Suarez Baron

Colombia

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Essential SkillsVersión en línea Game to remind the essentials skills a retention agent should have por Julian David Suarez Baron A C D E F G H I J K L N O P R T Starts with A - Focused attention to what the customer says and doesn’t say. - Validating the customer’s concerns or emotions. Starts with C -The ability to communicate calmly, clearly, and with authority — showing the customer that the agent is knowledgeable, trustworthy, and in control of the situation. Starts with D -Reducing tension and redirecting toward solutions. Starts with E -Expressing genuine concern. -Managing emotions Starts with F - is the ability to adapt your approach, tone, and strategy in real-time based on the customer’s behavior, needs, and mood — while still aiming for a productive outcome. Starts with G -the ability to stay focused on desired outcomes Starts with H - The skill of effectively addressing a customer’s concerns, doubts, or resistance -Being truthful, transparent, and ethical when communicating with customers — even when the truth may be difficult to share. Starts with I -The skill of clearly, accurately, and confidently communicating information to customers Starts with J -Knowing when to push forward and when to hold back. Starts with K - Showing competence and confidence in the information of the product Starts with L -Choosing words that reduce tension and build cooperation. Starts with N -Finding a middle ground that meets both needs. Starts with O - Making the customer feel that you’re solving the problem with them. Starts with P -Referring to customer history, usage, or preferences. Starts with R -The ability to build a positive, personal connection with a customer Starts with T -Handling the issue efficiently without rushing in a timely manner

Essential Skills

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Essential SkillsVersión en línea

por Julian David Suarez Baron

Starts with A

- Focused attention to what the customer says and doesn’t say. - Validating the customer’s concerns or emotions.

Starts with C

-The ability to communicate calmly, clearly, and with authority — showing the customer that the agent is knowledgeable, trustworthy, and in control of the situation.

Starts with D

-Reducing tension and redirecting toward solutions.

Starts with E

-Expressing genuine concern. -Managing emotions

Starts with F

- is the ability to adapt your approach, tone, and strategy in real-time based on the customer’s behavior, needs, and mood — while still aiming for a productive outcome.

Starts with G

-the ability to stay focused on desired outcomes

Starts with H

- The skill of effectively addressing a customer’s concerns, doubts, or resistance -Being truthful, transparent, and ethical when communicating with customers — even when the truth may be difficult to share.

Starts with I

-The skill of clearly, accurately, and confidently communicating information to customers

Starts with J

-Knowing when to push forward and when to hold back.

Starts with K

- Showing competence and confidence in the information of the product

Starts with L

-Choosing words that reduce tension and build cooperation.

Starts with N

-Finding a middle ground that meets both needs.

Starts with O

- Making the customer feel that you’re solving the problem with them.

Starts with P

-Referring to customer history, usage, or preferences.

Starts with R

-The ability to build a positive, personal connection with a customer

Starts with T

-Handling the issue efficiently without rushing in a timely manner