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Agent Leadership Skills
Currently Defined Agent Leadership Skills Training Content
Role
Skill
Skill & Behavior Lessons
1.
Communicator
Represents company values.
Recognizing the why and when to represent company values.
2.
Building and strengthening trust.
3.
Handling sensitive matters effectively.
4.
Crafts a focused message.
Recognizing the why and when to craft a focused message.
5.
Communicating simple messages.
6.
Using stories and examples adapted to customer and call reason.
7.
Creates a dialogue.
Recognizing the why and when to create a dialogue.
8.
Encouraging a two-way communication.
9.
Moving at a comfortable pace.
10.
Smoothly transitioning from one topic to another.
11.
Speaks as a professional.
Recognizing the why and when to speak as a professional.
12.
Demonstrating proper tone, inflection, pitch and volume.
13.
Using proper grammar.
14.
Choosing appropriate words.
15.
Pronouncing words correctly.
16.
Eliminating offensive language.
17.
Listens effectively.
Recognizing the why and when to listen effectively.
18.
Paraphrasing and clarifying effectively.
19.
Using information retention practices effectively.
20.
Eliminating bad listening habits.
21.
Experience Manager
Responds appropriately to customer emotion.
Recognizing the why and when to respond appropriately to customer emotion.
22.
Allowing customer to fully disclose situation and feelings.
23.
Utilizing active listing techniques.
24.
Eliminating defensiveness and arguing.
25.
Acknowledging and showing empathy for the customer's situation and the feeling that surround it.
26.
Apologizing appropriately.
27.
Involving the customer in the solution.
28.
Responds appropriately to customer characteristics.
Recognizing the why and when to respond appropriately to customer characteristics.
29.
Effectively managing the difficult to understand customer.
30.
Effectively managing the argumentative customer.
31.
Effectively managing the indecisive customer.
32.
Effectively managing the long winded customer.
33.
Effectively managing unfocused customer.
34.
Effectively managing the skeptical customer.
35.
Effectively managing the resistant customer.
36.
Responds appropriately to customer behaviors.
Recognizing the why and when to responds appropriately to customer behaviors.
37.
Effectively managing the rude customer.
38.
Effectively managing the flirtatious customer.
39.
Is courteous.
Recognizing the why and when to be courteous.
40.
Using names effectively.
41.
Using courtesy words and phrases effectively.
42.
Using courtesy procedures effectively.
43.
Eliminating interrupting or talking over the customer.
44.
Effectively explaining pauses and dead air.
45.
Minimizing distractions.
46.
Creates a conducive environment.
Recognizing the why and when to create a conducive environment.
47.
Keeping the customer informed.
48.
Establishing leadership.
49.
Minimizing risk.
50.
Demonstrating sensitivity.
51.
Handling ambiguity.
52.
Being resilient and fresh.
53.
Educates the customer.
Recognizing the why and when educate the customer.
54.
Communicating the benefits, risks, and requirements.
55.
Setting realistic expectations.
56.
Reinforcing customer decisions.
57.
Deals effectively with objections.
Recognizing the why and when to deal with objections.
58.
Addressing all customer objections.
59.
Checking for understanding.
60.
Overcoming objections.
61.
Involves customer in decision-making.
Recognizing the why and when to involve customer in decision-making.
62.
Offering customer options.
63.
Providing positive reinforcement.
64.
Clarifying and confirming customer understanding.
65.
Negotiates effectively.
Recognizing the why and when to negotiate.
66.
Using conflict resolution skills effectively.
67.
Working persistently toward an agreed upon decision.
68.
Results Driver
Demonstrates excellence in assessment.
Recognizing the why and when to demonstrate excellence in assessment.
69.
Taking the lead.
70.
Using questioning techniques appropriately.
71.
Demonstrates excellence in decision-making.
Recognizing the why and when to demonstrate excellence in decision-making.
72.
Acting with appropriate empowerment.
73.
Identifying appropriate options.
74.
Navigates to a creative solution.
Recognizing the why and when to navigate to a creative solution.
75.
Being persistent in finding the right solution.
76.
Applying relevant knowledge to a solution.
77.
Demonstrates efficiency in call handling.
Recognizing the why and when to demonstrate efficiency in call handling.
78.
Balancing customer and company objectives.
79.
Guiding the customer efficiently with questions.
80.
Loyalty Builder
Is an ambassador for the company.
Recognizing the why and when to be an ambassador for the company.
81.
Acknowledging the customer's importance to the company.
82.
Acknowledging the customer's relationship with the company.
83.
Is a promoter of the brand.
Recognizing the why and when to promote the brand.
84.
Building on the company strengths.
85.
Referencing additional contact channels.
86.
Referencing what is new with the company.
87.
Stating hours and availability.
88.
Contributes to company-wide improvement.
Recognizing the why and when to contribute to company-wide improvement.
89.
Exploring the root cause of improvement opportunities with customers.
90.
Acknowledging the issue and thanking the customer for communicating.
91.
Documenting and delivering accurate information.
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Contact Information
For information please contact:
Thomas Tucker
TTucker@ResponseLearning.com
609-601-5866
