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    1B SESUCA, ELVIS NICHOLAI
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    This document discusses the skills needed for a call center agent. It lists empathy, patience, attentiveness, good communication skills, and being persuasive as the top 5 skills. It also discusses etiquette and provides examples of how to show empathy when speaking to a customer, such as using their name, providing reassurance, and making statements of empathy. Finally, it emphasizes that making a good first impression is important as it allows you to instill a proper image in people's minds.

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    ACTIVITY 3

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    This document discusses the skills needed for a call center agent. It lists empathy, patience, attentiveness, good communication skills, and being persuasive as the top 5 skills. It also discusses etiquette and provides examples of how to show empathy when speaking to a customer, such as using their name, providing reassurance, and making statements of empathy. Finally, it emphasizes that making a good first impression is important as it allows you to instill a proper image in people's minds.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    5 views1 page

    Activity 3

    Uploaded by

    1B SESUCA, ELVIS NICHOLAI
    This document discusses the skills needed for a call center agent. It lists empathy, patience, attentiveness, good communication skills, and being persuasive as the top 5 skills. It also discusses etiquette and provides examples of how to show empathy when speaking to a customer, such as using their name, providing reassurance, and making statements of empathy. Finally, it emphasizes that making a good first impression is important as it allows you to instill a proper image in people's minds.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    of 1

    MODULE 5

    Pretest

    1. How
    2. Solutions
    3. Polite
    4. Empathy
    5. Commitment

    Recap

    Etiquette- The norms of polite behavior in a society or among members of a particular group.

    5 skills a call center agent must have

    1. Empathy
    2. Patience
    3. Attentiveness
    4. Good communicator
    5. Persuasive

    5.1- 5.1

    -In making a good impression. The agent respectfully asked the client for what she needed. She kept her
    voice clear. And was objective with the client. The agent also helped the client navigate around the
    phone’s features.

    5.2

    Using the customer’s name- Ms. Ana let me help you with your problem

    Providing reassurance and immediacy- Ms. Ana your problem will be handled in a bit, can you please
    take a hold?

    Statements showing empathy – I am sorry to hear about it Ms. Ana, but let me help you.

    VALUING

    - Good impressions last. In a world where stereotyping is a key cog in remembering a person. A
    good first impression allows us to instill a proper image to the mind of people we commune
    with. Hence why we should keep ourselves in-check whenever we communicate.

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