Voice Build Training Program

Part 3: Applying Strategies to Call Handling

Accenture Confidential.
Course Map: Where we are…

◼ Pre-Assessment

◼ Course Introduction

◼ Framing the Message

◼ Organizing Conversations

◼ Dealing with Filters and Barriers

◼ Achieving Appropriateness

◼ Course Wrap-Up

◼ Pre-Assessment

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Filters and Barriers: What’s wrong with this scenario?

A woman called the Cannon help desk with a problem with

her printer.

The Tech Support officer asked her if she was "running it

under Windows."

The woman then responded, "NO, my desk is next to the

door. But that's a good point... The man sitting in the cubicle
next to me is under a window, and his is working just fine."

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Let’s listen to sample calls!
Activity 1: What makes the following calls good or bad?

Sample Call 1

Sample Call 2

Sample Call 3

Sample Call 4

Sample Call 5

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Talk Time: Spot the common barrier in the following…

• Attending a conference call with people from different

countries
• Conducting orientation training to new assessor hires
• Responding to a flaming email
• Sending an email to a client on possible delay in
deliverable
• Writing a post-mortem report on an issue logged by a
client

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REVIEW: What are Filters and Barriers?

• Our everyday lives are flooded with information, however, not

all of it is absorbed or comprehended. This is because it is
filtered through emotion, culture, situational context, and
personal beliefs.
• Filters influence the receiver’s perception and interpretation
of a message resulting in either acceptance or rejection of an
idea.
• Often filters block out critical information and become
barriers to effective communication.
Filters / Barriers

Sender Receiver

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Let’s listen to sample calls!
Activity 2: Which part of the call flow needs
improvement in the following calls?

Sample Call 6

Sample Call 7

Sample Call 8

Sample Call 9

Sample Call 10

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The LEAP Process:
Developing Tension-Reducing Skills

• Listen
• Empathize
• Ask
• Propose

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The LEAP Process

Listen without judgment, without interrupting in order to

truly understand the client’s point of view

Empathize with the client’s issues and see the concern

from their point of view

Ask questions so that you understand and value the

client’s concerns, restating your understanding to make
sure you are accurate

Propose your thoughts and tentative solutions; voicing

them in a collaborative, problem-solving manner

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When to Use LEAP

• Address concern
• Manage objections
• Avoid confusion
• Establish a connection
• Provide confirmation
• Deter pushback
• Build credibility
• Maintain a relationship

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Let’s listen to sample calls!
Activity 3: Using LEAP to do proper verification in calls

Sample Call 11

Sample Call 12

Sample Call 13

Sample Call 14

Sample Call 15

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LEAP: Listen

• Our tendency when interacting with people is usually

to respond in kind with a statement or assurance

• Instead, we should listen or encourage more input –

you can do this by using a simple statement like “I’m
listening” or through “active listening”

• When you listen:

1) It allows the person to be heard
2) It gives you time to think and analyze the possible
solutions to a problem

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LEAP: Empathize

• It demonstrates that you understand the person and

it is the most important part of the process

• It can be a long empathetic statement or a summary

that serves as an “acknowledgment”

• How to show empathy:

1) Acknowledging by saying “I see your point” or
“I’d feel the same way”
2) Legitimizing what the client feels by
communicating to the person that “you get to
decide how you feel”

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LEAP: Ask

• Clarify information by asking, and then paraphrase

briefly to ensure that you understand the issue

• Be careful not to overdo your clarification; be brief and

demonstrate that you get the point

• By asking and clarifying information:

1) You are involving the client
2) Provides an opportunity for you to validate your
understanding by paraphrasing the client’s message
3) And by paraphrasing, you can clarify the
information, and help yourself think better
4) Practically, paraphrasing buys you time!
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LEAP: Propose

• Provides an air of collaboration and cooperation

• Serves to communicate what you can do for the client

and not what you can do to the client

• Proposing allows you to:

1) Provide alternative steps instead of just mandating a
specific solution or presenting the problem
2) Say “here’s what I propose, tell me what you think”
3) Begin the problem-solving process

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Responding to Conflict and Resistance

Be aware: Be ready to pick up

nuances, the non-verbal, changes in
tone of voice and expressions, as
well as the overt signals of
“resistance”

Stop and shift: temporarily give up

your agenda to respond to your
client’s “resistance,” check for
understanding, and clarify

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REVIEW: Why Use LEAP?

• LEAP trains you to listen rather than

talk or argue at the first sign of
resistance

• Tension-reduction techniques provided

by LEAP allows you to meet resistance
with short “other-focused” questions—
and silence

• LEAP is only a tool to legitimize and

acknowledge resistance, clarify it, and
come up with appropriate next steps

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Let’s Practice: How would you use LEAP? (cont’d)

• You are in a team meeting. A participant strays from the agenda.

• A customer emails you about a billing statement. There seems to
be confusion in the amount that needs to be settled.
• In a quick team huddle, the speaker begins to ramble.
• You are discussing a monthly report with your supervisor. You
disagree with the action plans.
• In a quarterly review, another team is presenting their data. A point
seems too vague and needs clarity.
• You organized a conference call with the client. People in the room
started chatting.
• You are presenting in a face-to-face meeting. Someone in the room
gestures disagreement.
• A supervisor is presenting the statistics for the month. You think
there’s an error in the data.

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Course Map: Where we are…

◼ Pre-Assessment

◼ Course Introduction

◼ Framing the Message

◼ Organizing Conversations

◼ Dealing with Filters and Barriers

◼ Achieving Appropriateness

◼ Course Wrap-Up

◼ Post-Assessment

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QUIZ: Are you ready for a pop quiz?

In 10 minutes, answer the following

questions by chatting your answers (PM)
via Teams. Please read all scenarios
carefully.

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ASSESSMENT: Choose the most appropriate response
based on context

1. You are in a team meeting. A participant strays

from the agenda.

a) “We should deal with that separately, but what do you feel
about issue X?”
b) “Do I understand correctly that…?”
c) “Yes I understand that such and such, does anyone agree?”
d) “What exactly do you have in mind?”
e) “What do you think about that point?”
f) “I don’t understand it; would you explain it a little more”
g) “I see how that would work if XYZ, but what would happen if
ABC?”
h) “I disagree with that because…”

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ASSESSMENT: Choose the most appropriate response
based on context (cont’d)

2. A customer emails you about a billing statement.

There seems to be confusion in the amount that
needs to be settled.
a) “We should deal with that separately, but what do you feel
about issue X?”
b) “Do I understand correctly that…?”
c) “Yes I understand that such and such, does anyone agree?”
d) “What exactly do you have in mind?”
e) “What do you think about that point?”
f) “I don’t understand it; would you explain it a little more”
g) “I see how that would work if XYZ, but what would happen if
ABC?”
h) “I disagree with that because…”

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ASSESSMENT: Choose the most appropriate response
based on context (cont’d)

3. In a quick team huddle, the speaker begins to

ramble.

a) “We should deal with that separately, but what do you feel
about issue X?”
b) “Do I understand correctly that…?”
c) “Yes I understand that such and such, does anyone agree?”
d) “What exactly do you have in mind?”
e) “What do you think about that point?”
f) “I don’t understand it; would you explain it a little more”
g) “I see how that would work if XYZ, but what would happen if
ABC?”
h) “I disagree with that because…”

Accenture Confidential.
ASSESSMENT: Choose the most appropriate response
based on context (cont’d)

4. You are discussing a monthly report with your

supervisor. You disagree with the action plans.

a) “We should deal with that separately, but what do you feel
about issue X?”
b) “Do I understand correctly that…?”
c) “Yes I understand that such and such, does anyone agree?”
d) “What exactly do you have in mind?”
e) “What do you think about that point?”
f) “I don’t understand it; would you explain it a little more”
g) “I see how that would work if XYZ, but what would happen if
ABC?”
h) “I disagree with that because…”

Accenture Confidential.
ASSESSMENT: Choose the most appropriate response
based on context (cont’d)

5. In a quarterly review, another team is presenting their

data. A point seems too vague and needs clarity.

a) “We should deal with that separately, but what do you feel
about issue X?”
b) “Do I understand correctly that…?”
c) “Yes I understand that such and such, does anyone agree?”
d) “What exactly do you have in mind?”
e) “What do you think about that point?”
f) “I don’t understand it; would you explain it a little more”
g) “I see how that would work if XYZ, but what would happen if
ABC?”
h) “I disagree with that because…”

Accenture Confidential.
ASSESSMENT: Choose the most appropriate response
based on context (cont’d)

6. You organized a conference call with the client.

During the call people in the room started chatting.

a) “We should deal with that separately, but what do you feel
about issue X?”
b) “Do I understand correctly that…?”
c) “Yes I understand that such and such, does anyone agree?”
d) “What exactly do you have in mind (call a name)?”
e) “What do you think about that point (call someone)?”
f) “I don’t understand it; would you explain it a little more”
g) “I see how that would work if XYZ, but what would happen if
ABC?”
h) “I disagree with that because…”

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ASSESSMENT: Choose the most appropriate response
based on context (cont’d)

7. You are presenting in a face-to-face meeting.

Someone in the room gestures disagreement.

a) “We should deal with that separately, but what do you feel
about issue X?”
b) “Do I understand correctly that…?”
c) “Yes I understand that such and such, does anyone agree?”
d) “What exactly do you have in mind?”
e) “What do you think about that point?”
f) “I don’t understand it; would you explain it a little more”
g) “I see how that would work if XYZ, but what would happen if
ABC?”
h) “I disagree with that because…”

Accenture Confidential.
ASSESSMENT: Choose the most appropriate response
based on context (cont’d)

8. A supervisor is presenting the statistics for the

month. You think there’s an error in the data.

a) “We should deal with that separately, but what do you feel
about issue X?”
b) “Do I understand correctly that…?”
c) “Yes I understand that such and such, does anyone agree?”
d) “What exactly do you have in mind?”
e) “What do you think about that point?”
f) “I don’t understand it; would you explain it a little more”
g) “I see how that would work if XYZ, but what would happen if
ABC?”
h) “I disagree with that because…”

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APPLYING WHAT YOU LEARNED: Paraphrase the following
statements at least in two (2) ways

9. May I have the email address that has been created and
submitted to Coinbase when the account was first made?

10. Can I have the name of the person that was given for the
purpose of registration and appears on a birth certificate for the
account that you are inquiring about?

11. Please provide the last 4 digits found in the method of payment
that has been submitted when the account was made?

12. Please confirm the main user of the account who is legally
responsible for the debt and balance along with the maintenance
of the account.

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Processing: How did you improve your communication?

• Did you find all the responses appropriate or suitable to the

context given?

• Did you revise some of the responses to match the situation

where they are used?

• How did you revise your responses?

• How important is appropriateness of communication when

responding to our clients and customers?

• How was LEAP applied in the communication you used in the

activity?

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Call Handling Scenarios: Mock Calls Preparation

• Inquiring / requesting for information

• Correcting information
• Asking for additional help / support
• Probing
• Verifying
• Delivering bad news
• Managing irate callers
• Addressing dissatisfaction
• Zero tolerance cases

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REVIEW: Achieving Appropriateness

Using language that fits your

audience and matches the purpose
of the communication builds
credibility, trust, and relationship

Major issues with appropriate

language use:
• Levels of formality
• Group-specific jargon
• Slang and idiomatic expressions
• Deceitful language and euphemisms
• Biased language

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Expressing Agreement

• I agree with you on that one.

• I couldn’t agree more.
• That’s exactly what I think.
• You are correct.
• I couldn’t have said it better myself.
• What you said is true, in fact…
• That’s a good point.
• I understand your point.

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Expressing Disagreement

• I have to disagree with you there. I think… (provide a

reason)
• I respectfully disagree on that. My understanding is…
• I’m not sure I agree because…
• I’m afraid I don’t agree.
• It’s ok under some circumstances
• That may be true but…
• That’s a good point, but in my opinion…
• I understand your point about… but I don’t understand…

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Expressing Empathy

• I’m sure I can take care of this for you

• I can certainly help you with this
• I can understand why you feel frustrated
• I would feel the same way in your situation
• I would be glad to take care of this for you
• We can resolve this for you right away
• What I’m going to do is transfer you to the correct group
where…
• Let me tell you what we can do right now to resolve this
• That’s a very understandable question, and if you could
give me a few more details…

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Other Ways of Practicing Appropriateness

When the other party has options (where costs are

involved):

• You have numerous options that can help contain the

costs. Let me outline them for you…
• We can take different directions depending on the
outcome and the timing you have in mind.
• We don’t want to cut corners, we can strategize ways of
limiting costs. Let me give you concrete examples…
• I know a few ways you can cut additional costs and still
have the outcomes you intended. Let me give you a few
more details…

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Other Ways of Practicing Appropriateness (cont’d)

When you’re under pressure to address additional costs:

• In order to ____, we need $____ by the first of the month.

• We are short $____ and need to ____ by the 15th of the
month.
• We are under by ____ percent this quarter and need to
make up the difference, or we won’t be able to keep up
with expenses.
• The only way we can overcome this setback is to get a
quick infusion of $____.
• If we get $____ by May 1, we will be able to make our
payments.

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Summary

• Based on your new knowledge of

Conversation Patterns and Organizations,
what practices and behaviors do you plan
to improve in the way you communicate
with others?

• How are you going to use the sample

verbiages and techniques in this course
to improve your next interaction with your
foreign counterparts or client? Cite
concrete examples.

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Course Map: Where we are…

◼ Pre-Assessment

◼ Course Introduction

◼ Framing the Message

◼ Organizing Conversations

◼ Dealing with Filters and Barriers

◼ Achieving Appropriateness

◼ Course Wrap-Up

◼ Post-Assessment

Accenture Confidential.
Conclusion

• Language is often indirect and imprecise, and purposely so

• Our ability to use language is enhanced by understanding how

we use it to communicate meaning and how we can avoid
poor communication that leads to misunderstanding

• Listen to what is NOT said but also to what is said

• The way we communicate with our clients and customers

reflects our ability to establish credibility, enhance
organizational relationships, and build trust with our
constituents

Accenture Confidential.
Course Map: Where we are…

◼ Pre-Assessment

◼ Course Introduction

◼ Framing the Message

◼ Organizing Conversations

◼ Dealing with Filters and Barriers

◼ Achieving Appropriateness

◼ Course Wrap-Up

◼ Post-Assessment

Accenture Confidential.
Post-Assessment

In 30 minutes, complete the post-test

provided by the Trainer. Please read all
instructions carefully.

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