Welcome to an interactive Soft Skills training!
You’ll get to click, explore, and play with options built right into the slides.- See that little hand icon at the top right corner of your screen? 👆 Give it a click to discover what parts of the slide you can interact with.
- Each section wraps up with a quick activity or game, this is your chance to test what you’ve learned and have some fun doing it!
The more you interact, the more useful this training will be.
TBD 2025
Presented byLearning & Development Department
Content
Behaviors that Shine:
LET's Start!
Connecting with Magical Moments
TBD 2025
Presented byLearning & Development Department
Behaviors that Shine
Objectives
Our Journey
- Improve customer satisfaction
- Reduce escalations
- Increase First Call Resolution
- Reduce Average Handle Time
- Boost your Confidence and Morale
Enhance the quality of customer interactions by equipping you with advanced soft skills such as Empathy, Reassurance and Active Listening.
Our goal
Benefits
Behaviors that Shine
Methodology
50%
50%
Techniques
Skills
Tools to help you accomplish effectively every part of the call. Actions taken to deliver an exceptional service.
Behaviors that will help you go through the call and focus on the experience of the customer. Typically linked to an emotion.
Extraordinary service goes beyond expectations by adding empathy, personalization, and proactive support.
Best in class service
Delivering a customer experience that stands out as the highest standard in your industry. When customers feel impressed, it means their expectations weren’t just met, they were exceeded. Something about the interaction stood out: maybe the speed, the empathy, or how easy it felt.
Ordinary service is meeting the customer’s basic needs answering questions, solving problems, and doing what’s expected.
Behaviors that Shine
Content
Opening
Empathetic Heartfelt Welcome
Session 1
Understanding Needs and Challenges
Discover
Resolve
Tailor a Solution
Session 2
Satisfy
Come to an Understanding
educate
Fully Inform and Educate
Session 3
closing
Closing with Gratitude
Behaviors that Shines
Behaviors that Shine: Session 1
- Empathetic Hearfelt Welcome
- Understanding Needs and Challenges
What does it consist of?
Empathetic Heartfelt Welcome
- Listen
- Acknowledge
- Transition
- Confirm
- Check
An empathetic heartfelt welcome goes beyond just saying “hello” or “welcome.” It's about making the customer feel genuinely valued, understood, and heard from the moment they reach out.
Techniques
- Active Listening
- Personalization
- Warmth in your tone
- Empathy at the Core
- Reassurance
This is the opening phase.
Skills
Content
Greeting Example
"Hello! This is Sam, how can I help you?"
Warm Greeting Example
"Hello! Thank you for reaching out to us today! This is Sam, how can I help you?"
"Hi! I hope you are having a lovely day! I'll be glad to assist you. My name is Kevin what can I do for you today"
"Good morning! Thank you for calling. My name is Logan, how can I help you today?
Tip: Use your own words to be able to sound genuine and caring for the customer contacting us.
Empathetic Heartfelt Welcome
Active Listening
Acknowledge
Is a skill of fully focusing on, understanding, and responding to someone when they’re speaking. It goes beyond just hearing the words it means being present, showing interest, and making sure the customer feels heard and understood.
We can show that we are paying attention when we acknowledge the customer statements, needs and feelings. This way we can make the customer feel cared, valued and that his issue matters to us.
Level 1: Complete attention, careful listening. Level 2: Attention varies from full to partial to none. Level 3: Attention is elsewehere, not listening.
Listen levels
Greeting Acknowledge Example
"I hear that you're feeling frustrated with your issue. That must be really tough, and I’m truly sorry you’ve had to deal with that."
"Absolutely, I can help you taking your payment. I’ll make sure we get that handled for you."
"I completely understand you want to update your policy. Let’s start by reviewing the current details."
"Congratulations on your new property! I'll be glad to assist you with explaining your payment plan."
Tip: After listening carefully, acknowledge the emotions behind the situation. Don't just address the problem, acknowledge the feeling behind it.
Empathetic Heartfelt Welcome
Use their name, reference their past interactions, and show you remember them as a person, not just a case or a number. This creates an immediate connection.
The way you speak matters. A warm and friendly tone conveys warmth, kindness, and an eagerness to help. Your tone reassures the customer that you care about their experience.
Empathy at the Core
2.Transition
Empathy means recognizing the customer's emotions and responding with understanding. If a customer is frustrated or upset, acknowledge their frustration and express genuine concern. This helps us build rapport and trust with our customers.
Provide context for something you are
about to say or ask by taking information from the caller, the account or previous conversation. This way you ensure that the customer understand and feels included.
3.Warm in your Tone
1.Personalization
Greeting Empathy Example
"Good morning, Alex. I’m glad you reached out today. I understand it can be frustrating when things don’t go as expected, so let’s go through this together and find the best solution."
"Thank you for calling. I know reaching out for support can sometimes feel like one more task on your plate, but I’ll make this as easy as possible and walk you through everything step by step."
"Hi Sam, thank you for calling back. I really appreciate you taking the time to follow up, and I’ll walk you through the next steps so you feel confident moving forward."
Tip: Your tone should be gentle and compassionate, showing that you are on their side, ready to solve the problem.
Empathetic Heartfelt Welcome
Let them know they are in good hands and that you’ll guide them through the next steps.
Reassurance
Verify that you understood the request and have the information needed to help. Check in with the customer to know you both are on the same page.
Confirm and Check
Provide Clear Next Steps
Be specific and detailed when explaining how we are helping and what the solution is. Make the customer feel safe and reassured.
Be proactive and offer options to help the caller. Shows our commitment to providing a complete and supportive experience.
Offer further assistance
Greeting Reassurance Example
Reassurance:
"Good morning Ana, I completely understand that a change in your premium can be surprising, and I’ll be happy to go over it with you so we can clarify it today."
Confirm and check:
"Just to confirm, you’re calling because your latest bill was higher than usual and you’d like to understand why, correct?"
Provide clear next steps:
"Here’s what we’ll do: I’ll first review your policy and recent changes, then we’ll compare last year’s premium to this year’s, and finally I’ll explain any factors that may have caused the increase."
Offer further assistance:
"While we’re on the call, would you like me to also check if there are any discounts or adjustments you may qualify for to help lower your premium?"
Empathetic Heartfelt Welcome
Key Points
Check
Transition
Listen
Confirm
Acknowledge
Activity 1
Connecting with Magical Moments
LET's Start!
Review the sentence and identify where the agent uses these customer service techniques and skills: - Personalization
- Acknowledge
- Empathy
- Reassurance
- Confirm
- Clear next steps
- Offer further assistance
Three out of the four options are correct. Choose the ones you believe apply.
Empathetic Heartfelt Welcome Activity
Review the sentence and identify where the agent uses these customer service techniques and skills: personalization, acknowledge, empathy, reassurance, confirm, clear next steps, and offer further assistance. In each question, three out of the four options are correct. Choose the ones you believe apply.
Empathetic Heartfelt Welcome Activity
Review the sentence and identify where the agent uses these customer service techniques and skills: personalization, acknowledge, empathy, reassurance, confirm, clear next steps, and offer further assistance. In each question, three out of the four options are correct. Choose the ones you believe apply.
Empathetic Heartfelt Welcome Activity
Review the sentence and identify where the agent uses these customer service techniques and skills: personalization, acknowledge, empathy, reassurance, confirm, clear next steps, and offer further assistance. In each question, three out of the four options are correct. Choose the ones you believe apply.
Empathetic Heartfelt Welcome Activity
Review the sentence and identify where the agent uses these customer service techniques and skills: personalization, acknowledge, empathy, reassurance, confirm, clear next steps, and offer further assistance. In each question, three out of the four options are correct. Choose the ones you believe apply.
Empathetic Heartfelt Welcome Activity
Review the sentence and identify where the agent uses these customer service techniques and skills: personalization, acknowledge, empathy, reassurance, confirm, clear next steps, and offer further assistance. In each question, three out of the four options are correct. Choose the ones you believe apply.
This is your last chance to shine!!
What does it consist of?
Understanding Needs and Challenges:
- Listen
- Acknowledge
- Transition
- Confirm
- Check
To effectively comprehend the behavior of how to understand needs and challenges, it’s important to review the significance of active listening, empathy, and the ability to ask the right questions. These practices are essential in identifying the customer’s underlying issues or needs and ensuring that we can provide an accurate, effective solution.
Techniques
- Active Listening
- Empathize to Build Trust
- Ask the Right Questions
- Reflection and Paraphrasing to confirm understanding
- Identify Underlying Needs.
Skills
This is the discover phase.
Content
Understanding Needs and challenges
"How present and engaged are you in the conversation?"
Active Listening
Level 1
Level 3
Level 2
Full Attention
Attention is elsewhere
Partial Attention
Use active listening at level 1 to show that we are fully present in the interaction. Tune in fully to their words, tone, and emotions to help you adjust your approach. Listen between the lines, so you can spot what they really need.
We are listening but not fully engaging. Sometimes we catch what’s said, sometimes we don’t.
The message is mostly missed or ignored.
Understanding Needs and challenges
Empathize to Build Trust
By showing empathy, you create an environment of trust and rapport where the customer feels safe expressing more about their needs.
Acknowledge
Reassurance
- Pay attention to feelings to know how this impacts the customer.
- Acknowledging the customer's needs, statements and concerns can help us show respect or empathy.
- Let the customer know we are here to support them and guide them every step of the way.
- Make them trust you and our service.
Title
Title
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Reassurance
Acknowledge
Subtitle
Subtitle
Word Choice
Tone of Voice
- Be optimistic when facing a difficult situation.
- Let the caller know what you can do rather than what you can't.
- The tone of voice and attitude show we truly care, that helps you build rapport and turn a regular call into a positive and good experience.
Title
Title
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Tone of Voice
Word Choice
Subtitle
Subtitle
Empathy example
"I can hear how stressful it’s been waiting for an update on your claim. You’ve been more than patient, and I’ll do everything I can to get you answers right now."
"I can see how receiving an unexpected bill would be concerning. You did the right thing by calling. Let’s go through the charges and make sure everything is accurate."
"I understand how a sudden change in your rate can be frustrating. Let’s go over the details together so we can figure this out."
"That must have been a really difficult experience for you. I’m glad you’re safe, and I’ll guide you through the claim process so you don’t have to handle it alone."
Understanding Needs and challenges
Transition
Here we can start the transition from the welcome and acknowledgement to asking the right questions to understand how we can help and look for more information, this is the most important part of the discover phase.
Ask the Right Questions
Use Reflection and Paraphrase
Asking the right questions helps get to the root cause of the customer’s challenge or need. It’s important to clarify the problem and gather necessary details. Ask follow-up questions to dig deeper.
Once you have some information, it’s important to reflect or paraphrase what the customer has shared with you. This confirms that you fully understand their needs or challenges and gives the customer a chance to clarify important points.
Transition/Tailored questions Example
"I understand you’re reviewing your policy because you want to make sure your home is fully covered. So you’d like to confirm if recent changes to your property are included, is that right? Can you tell me if you’ve done any renovations or upgrades lately?"
"I hear your concern about the recent increase in your premium, and I understand it caught you off guard. So you first noticed this change on your latest statement, right? Have there been any recent changes to your mortgage or escrow account?"
"I understand you have damage in your property, and that must be stressful. You mentioned it happened over the weekend, just to confirm, the issue began after heavy rain? Could you walk me through exactly what you noticed first?"
Tip: Paraphrase to show that we are active listening, take the opportunity to acknowledge and confirm that you understood, making the customer feel heard.
Understanding Needs and challenges
Identify Underlying Needs
By identifying the need behind the need, we can acknowledge to the right feeling and make the customer feel understood and valued.
Sometimes the customer’s stated problem isn’t the only need they have. Often, there’s an underlying need or emotion that drives their challenge.
Listen beyond the surface and look for signs that might indicate other needs. They might need more understanding and patience rather than a quick explanation.
Need behind the Need
After knowing the need, we can ask the right questions to find the need behind the need: This is the emotional driver or deeper reason behind their request, what they really want to feel or be sure of.
The need behind the need - emotion Example
Without any detail or explanation the caller provide the circumstance: “I received a letter from my lender saying to contact my insurance”
We can understand that the need is that the letter said to call us, the caller needs to know why he needs to call.
The need behind the need migth be related to an emotion. The customer wants to feel confident that there is nothing wrong with his insurance and his property is covered.
Tip: Active listening to the caller's tone, pace and the emotions that they are expressing. Acknowledge to make sure the customer feels heard and paraphrase if something is not clear.
When someone expresses a need, it’s often just the tip of the iceberg. Understanding this deeper need allows you to address the root cause, not just the symptoms.
Understanding Needs and challenges
Need behind the need
Probing Questions
Acknowledge
Ask open-ended questions that encourage the person to explain more about their situation or feelings. This helps you uncover the underlying need behind what they initially say.
Start by recognizing and validating the person’s expressed need or concern. This shows empathy and that you are truly listening.
Probing Questions
Title
Title
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Acknowledge
Subtitle
Subtitle
Confirm and Check in
Reflect and Rephrase
Confirm and Check in
Make sure both of you are aligned on the understanding of the situation and the next steps. This invites the person to agree or correct you, reinforcing collaboration.
Repeat or paraphrase what you heard to ensure you understood correctly and to demonstrate active listening. This can also encourage them to clarify or add more detail.
Reflect and rephrase
Title
Title
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Subtitle
Subtitle
The need behind the need - practical Example
Without any detail or explanation the caller provide the circumstance: “I can't create my online account”
We can understand that the need is that the caller need to access his online account.
The need behind the need is the root of the cause: "Why the caller needs to see his policy online?". They might need to know his coverage details to file a claim, maybe they need the most recent dec page or make an update, etc.
Tip: We should use probing questions to understand the real reason of the call, dig more to solve the real request and have a First Call Resolution.
Understanding Needs and Challenges
Key Points
Need Behind the Need
Ask the Right Questions
Active Listening
Reflection and Paraphrase
Empathy
Activity 2
Connecting with Magical Moments
LET's Start!
- Identify the Need and the Need Behind the Need from the following Circumstance.
- Define a follow up probing questions to find the underlying need of this circumstance
Only one option is correct.
Understanding Needs and Challenges Activity
Identify the Need and the Need Behind the Need from the following Circumstance:
"The closing sale date of my property changed, so I need to cancel my new policy"
Understanding Needs and Challenges Activity
Define a follow up probing questions to find the underlying need of this circumstance
"The closing sale date of my property changed, so I need to cancel my new policy"
Understanding Needs and Challenges Activity
Identify the Need and the Need Behind the Need from the following Circumstance:
"My renewal premium is too high and I want to know what's going on."
Understanding Needs and Challenges Activity
Define a follow up probing questions to find the underlying need of this circumstance
"My renewal premium is too high and I want to know what's going on."
Understanding Needs and Challenges Activity
Identify the Need and the Need Behind the Need from the following Circumstance:
"My mortgage asked me for a copy of my proof of insurance because they say I don't have insurance."
Understanding Needs and Challenges Activity
Define a follow up probing questions to find the underlying need of this circumstance
"My mortgage asked me for a copy of my proof of insurance because they say I don't have insurance."
This is your last chance to shine!!
Understanding Needs and Challenges
Listening is key to truly understanding a customer’s needs.
Key Takeaways for Representatives
Empathy in't just about saying "I'm sorry"; it's about showing that you care about their frustration and are committed to helping.
The open and discover phase is setting the tone of the interaction and not only knowing what is the reason of the call but understanding the needs of the customer.
Ask open-ended and follow-up questions to uncover both the stated and underlying needs.
Always mirror back what the customer shares to confirm understanding and avoid mistakes.
Behaviors that Shines
Behaviors that Shine: Session 2
- Tailor a Solution
- Come to an Understanding
What does it consist of?
Tailoring a Solution
- Listen
- Acknowledge
- Transition
- Confirm
- Check
Understanding how to tailor a solution is crucial, as it encourages us to move beyond standard responses and provide more personalized and effective solutions based on the unique needs of each customer.
Techniques
This is the resolve phase.
Skills
Content
Tailoring a solution
Understand the Customer's Unique Situation
Don’t rush to solve! Slow down, listen, and tailor the solution.
2.Ask thoughtful questions
4.Personalize your approach
Two customers with the same issue may need different solutions. Confirm and check in facts instead of jumping to conclusions.
Don’t interrupt or assume you know the issue right away. Let the customer explain in their own words. Pay full attention, listen at level 1.
Use open-ended questions to clarify details. This helps uncover the full story, not just the surface problem and find the Need behind the Need.
Show the customer you’re focused on their situation. Transition using tailored answers and questions build trust and make the customer feel valued.
3.Avoid Assumptions
1.Listen carefully
Tailoring a solution
Ask the Right Questions to Uncover the Full Need
Practical tips!
- Open-ended questions help customers share more.
- They reveal needs, preferences, and expectations.
- Avoid yes/no questions to dig deeper.
- Listen actively and build on their answers.
Understand your customer asking and do not assume.
Examples of open ended questions:
- “Can you tell me more about what’s most important to you in your coverage?”
- “What concerns do you have about your current policy?”
- “How has your situation changed since you last reviewed your insurance?”
Open ended questions - example
❌ Closed-Ended: “Do you want to keep the same coverage?” ✅ Open-Ended: “What aspects of your current coverage are most important to you?”
❌ Closed-Ended: “Are you concerned about your premium?” ✅ Open-Ended: “How does your insurance cost fits into your current budget?
❌ Closed-Ended: “Do you want to add coverage for valuables?” ✅ Open-Ended: “What items in your home are most important to you to protect with your insurance?”
Closed-ended questions: usually “yes” or “no” answers. Open-ended questions: start with what, how, can you tell me about, or describe.
Tailoring a solution
Offer Solutions
Align what you offer with what the customer truly needs or wants. This is the peak of the resolve phase.
Personalized based on their Needs
Flexiblility based on the Situation
Customize your solution to match the customer’s specific needs and preferences. This creates a more meaningful, customer-focused experience.
Sometimes, a single solution might not fully meet the customer’s needs. Offer them multiple options to show flexibility and a willingness to work with them (if possible).
Offer solutions - example
Circumstance
The customer wants to adjust their billing schedule.
Personalized
Flexibility
If the preferred billing date isn’t available due to restrictions, suggest the closest alternative dates or options to accommodate the customer’s needs.
Offer a billing plan that aligns with the customer’s preferred dates and frequency, matching exactly what works best for them.
example
Offer solutions - example
Circumstance
The customer wants a copy of his dec page in PDF uploaded to a website.
Personalized
Flexibility
Prepare the dec page exactly in PDF format to match the customer’s preferred method of receiving it.
The website doesn't allow uploads. Offer to send it via email or fax instead so the customer still receives the dec page promptly.
Example
Tailoring a solution
Communicate the Solution Clearly
The customer should fully understand what to expect.
Provide Clear Next Steps
Confirm and Check
Word Choice
+ info
+ info
+ info
By pausing to confirm, you give the customer a chance to ask questions, clarify doubts, and feel confident about what will happen next. “Just to be sure we’re on the same page, here’s what will happen next.” This not only confirms understanding but reinforces the clarity of your communication.
Speak in a way that the caller can easily understand without needing prior knowledge of technical terms or internal processes. Avoid jargon, abbreviations, or policy-specific terminology that might confuse the customer.
Clearly describe what you will do and what the customer can expect or needs to do. Walk through the solution step by step and guide the caller to understand the solution.
Tailoring a solution
Reinforce Personal Connection
Go beyond the standard or script. It requires actively listening to recognize their unique circumstance, and shape the solution.
Tailored service
Acknowledge their unique situation, preferences, or requests, and explain how the solution meets their specific needs.
Build Rapport and Trust.
The customer feels valued as an individual rather than just another caller and the experience will be positive overall, even if the solution itself is straightforward.
Valued Customer
Reinforce Personal Connection - example
❌ Generic: “Your policy has been updated.” ✅ Personalized: “I’ve updated your policy to include the additional coverage you requested, so your home is protected exactly the way you wanted.”
❌ Generic: “We’ll send you the documents.” ✅ Personalized: “I’ll send your documents to the email address you prefer, so you’ll have them handy right where you need them.”
❌ Generic: “Your billing has been adjusted.” ✅ Personalized: “I’ve aligned your billing schedule with the dates you mentioned, so payments will fit more comfortably with your monthly budget.”
Tip: Repeat back a detail the customer provided and link it to the solution, so they feel heard and valued. Connect the solution directly to their situation or preference.
Tailoring a Solution
Key Points
Customer's Unique Need
Reinforce Personal Connection
Offer Solutions
Communicate Clearly
Ask the Right Questions
Activity 3
Connecting with Magical Moments
LET's Start!
- True or False: find the correct behavior.
Tailornig a Solution Activity
Tailornig a Solution Activity
Tailornig a Solution Activity
Tailornig a Solution Activity
Activity 4
Connecting with Magical Moments
LET's Start!
Which of the following responses best reinforces a personal connection with the customer?
- Choose the correct answer.
Tailornig a Solution Activity
Tailornig a Solution Activity
Tailornig a Solution Activity
This is your last chance to shine!!
What does it consist of?
Come to an Understanding
- Listen
- Acknowledge
- Transition
- Confirm
- Check
It helps ensure that both the customer and you are on the same page when addressing an issue. The key here is effective communication, both in terms of listening actively to the customer and confirming that everyone involved is clear on the problem, solution, and next steps.
Techniques
This is the satisfy phase.
Skills
Content
Come to an Understanding
It's not just hearing, it's understanding.
Active Listening: The Foundation of Understanding
Use verbal nods or short phrases to show you’re listening (e.g., “I see,” “I understand”).
Give the customer your complete focus, avoid distractions.
Pay Full Attention
Title
Title
Acknowledge
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Subtitle
Subtitle
Repeat or rephrase what the customer said to confirm your understanding.
Tone, pace, and emotion can provide important context.
Observe Non-Verbal Cues
Reflect & Paraphrase
Title
Title
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Subtitle
Subtitle
Tailoring a solution
Clarifying the issue: Make Sure you Understand.
Knowing is being aware of facts or information. Understanding it’s grasping the meaning, reasons, or connections behind that knowledge.
- Listen to understand.
- Ask open-ended questions.
- Paraphrase and summarize.
- Confirm details.
- Identify the Underlying Need.
The Need Behind the Need
Title
Don't stick with the first words you hear.
Use this side to give more information about a topic.
Subtitle
Come to an Understanding
Empathizing when Delivering a Solution
Emphasize benefits or outcomes that address their concerns. Explain how it addresses the issue and their worries.
Deliver the Solution
Solve the problem
Clearly connect the resolution to the problem they described.
Validate Feelings
Recognizing their feelings or the impact of the issue. Acknowledge.
Recognize Emotions
Pay attention to tone, word choice, and what’s left unsaid.
Empathize when providing a solution - example
Customer: “My request hasn’t been processed yet.” Representative: “I understand the delay is inconvenient. I’m expediting your request today, so it will be completed quickly, which means you can move forward without any further waiting. Does that sound good?"
Customer: “I haven’t received my policy documents yet.” Representative: “I understand your concern. We sent your documents via regular mail and they should arrive in the following days, in the meantime I can send your documents via email so you can have it right away."
Tip: Show the customer that you care linking the solution to the specific issue highlighting the benefit of your resolution.
Empathize when providing a solution - example
Customer: “I’ve been trying to update my address for weeks, but every time I call, it doesn’t seem to get fixed. It’s really frustrating.” Representative: “Thank you for letting me know. Just to make sure I understand, you’ve already called before to update your address, but it still shows the old one on your account, is that correct?” Customer: “Yes, exactly.” Representative: “I can see how that would be frustrating, and I’m sorry you’ve had to deal with it more than once. Here’s what I’ll do: I’ll update your address right now while we’re on the call and confirm it’s showing correctly in the system. That way, your future statements and documents will go to the right place without any more delays. How does that sound?”
Tip: Confirm and check with the customer to start the agreement on the resolution and address the feeling behind the issue.
Come to an Understanding
Check for Agreement and provide Clarity
Explain Clearly Present the solution in simple, step-by-step terms without jargon. Focus on what the customer needs to know right now.
The satisfy phase
The part of the customer interaction where you ensure the customer’s needs are fully met and they feel confident about the resolution. It’s about closing the loop and leaving a positive final impression.
Confirm Understanding Restate the key points or actions to ensure both sides are aligned. Listen actively to their response and address any hesitations or confusion.
Agree on Next Steps Verify both parties are aligned on actions and timelines. To build confidence end with a reassuring wrap up.
Tailoring a solution
Come to an Understanding
Validate Understanding
Double check summarizing the information to confirm alingment and build trust.
Reassurance
Check in
+ info
+ info
- Creates opportunities to confirm that the information you’ve shared is clear.
- Shows that you value their comprehension and are not rushing to end the conversation.
- Prevents misunderstandings from becoming bigger issues later.
- Strengthens the customer’s confidence and provides security.
- First Call Resolution.
- End the conversation on a positive, customer-focused note.
Check for agreement and Validate Understanding - example
Representative: “Just to make sure we’re on the same page, could you walk me through the steps you’ll take next?” Customer: “Sure, I’ll submit the form online today and wait for the confirmation email tomorrow.” Representative: “Perfect, that matches what we discussed. Thank you for confirming!”
Representative: “Let’s quickly review: we’ve updated your account details and scheduled your follow-up for Friday. Does that sound right?” Customer: “Yes, that’s exactly what I expected.” Representative: “Great! I’m glad we’re all set, and you know exactly what comes next.”
Tip: Ask for a verbal nod to ensure that the customer is fully aware of the situation, steps and resolution.
Tailoring a Solution
Key Points
Validate Understanding
Deliver a Solution
Understanding
Check for Agreement
Clarify the Issue
Activity 5
Connecting with Magical Moments
LET's Start!
Roleplay: practice how to handle a customer using the techniques and skills you know, guide the caller using the call flow phases: Open, Discover, Resolve, Satisfy.
- Two participants: representative and customer.
Come to an Understanding
Roleplay: practice how to handle a customer using the techniques and skills you know, guide the caller using the call flow phases: Open, Discover, Resolve, Satisfy.
Scenario 1
Customer: “Hi, I cancelled my home insurance, I haven’t heard anything regarding it and It’s messing up my budget.”
Call Flow
Policy details
Check and confirm
Reflecting, paraphrasing, and asking the right questions are key techniques to ensure you fully understand the other person’s message and can respond accurately.
- Keeps the conversation clear, avoid misunderstandings, and helps you get to the right solution faster.
- Use clear, focused, and purposeful questions to gather the missingdetails.
Open ended questions
Invite the other person to share more details, explain their thoughts, or describe their situation in their own words.
- Encourage conversation: The person has space to tell their story.
- Reveal details: You get more information than you would from closed questions.
- Use close ended questions to get specific information.
Active Listening
Show the customer that you're not just hearing them, but that you are fully engaged and understanding their needs.
- Listen to their words, tone and emotions.
- Acknowledge to their feelings and issues.
- Rephrase or confirm that you are listening.
Empathy
Offer a clear, actionable solution that directly addresses the customer’s needs. Present it in simple, understandable language, highlighting how it resolves their concern or meets their expectations.
- Personalized the solution highlighting how it benefits.
Practical Tip!
Tailored questions
They might not know exactly how to describe the problem. In this case we can tailor our questions using information from the conversation to make a smooth transition into the probing questions and guide the caller giving them context.
Use open ended questions to encourage the caller to provide more information.
Skills
Satisfy phase steps
Active Listening: The Foundation of Understanding
Clarifying the Issue: Make sure you Understand
Check for Agreement and Provide Clarity
Empathizing when Delivering a Solution
Validate Understanding
PTS Information
Understand your customer
Open-ended questions invite them to share more details, thoughts, and feelings, which often reveal needs that aren’t immediately obvious. Instead of limiting the conversation with yes-or-no prompts.
- Uncover what matters most to them and respond in a way that feels personalized and supportive.
Conversation:
- Customer: "I need my dec page in PDF uploaded to the website."
- Representative: "Of course! I can send your dec page in PDF, unfortunately we don't have the option to upload it, but I can send it to you via fax or email. Whatever options works best for you."
Keep in mind your choice of words and use positive language to provide a negative answer.
Listen to Understand
We are not just hearing the words someone says, we are actively focusing on the meaning, emotions, and intent behind them.
- Avoid assumptions: Let the person finish before jumping to conclusions or solutions.
- Pick up on tone and feelings: if they sound worried, frustrated, or happy.
Practical Tip!
Check in
Checking in ensures the customer not only understands the information provided but also feels involved in the process. We can use simple questions like, ‘Does that make sense so far?’ or “Does that help answer your questions?” to confirm understanding. Do not assume, ask.
Practical Tip!
Acknowledge
Remember to mirror back key points to your customer. For example, "I hear that you’re frustrated with [caller issue]. Let’s see how we can make that right." This shows we are really listening and present in the conversation.
Active Listening
Pay full attention to details and take note of the underlying concerns, ensure that you truly comprehend the problem from the customer's perspective.
- It helps to show empathy and see how the issue impacts the customer.
Tailored Service
When customers see that your response is designed for them and not a generic answer, they feel recognized and appreciated. This leaves the customer with the sense that they are valued, not just another interaction.
- Show genuine attention to their needs.
Keep the balance
Personalized solutions are shaped around the customer’s specific needs, preferences or circumstances. Flexibility, is about adapting to the realities of the situation; such as system limitations, policy rules, or availability.
- Reassure the customer that their needs are a priority while reinforcing confidence in your ability to adapt and deliver results.
Call Flow Structure
Session 3
Session 1
Opening
Discover
Educate
Closing
Resolve
Satisfy
Session 2
Call Flow
Start the interaction by setting the tone, acknowledge the customer's emotion and request. Personalize and reassure the customer.
Open
Listen and ask questions tailored to the customer comments. Find the Need and the Need behind the need.
Discover
Understand the unique need of the customer. Make sure to be personalized and flexible, offer effective options to help.
Resolve
Confirm that you understand the assignment checking with the customer to ensure agreement. Tie the resolution to a benefit that fits the customer's unique issue.
Satisfy
Personalization
Begin with active listening and clarifying questions to uncover the real concern. Avoid assumptions, since every customer’s situation is different and a generic or rushed response can easily miss the mark.
- Listen to their words, tone and emotions.
- Personalize your approach.
Conversation:
- Customer: "I need to change the due date of my payments"
- Representative: "Of course! I can provide you the details of the available payment plans, so you can choose the best at your convenience."
Provide a positive answer and then give the options available, we don't want to deny assistance.
Clarify and Offer Further Support
Check that everything is clear, and that the caller expressed correctly the reason of the call. Make sure that you are addressing all the customer needs.
- Use a mental checklist to recap the information provided and confirm you understood.
- Use thoughtful probing questions to clarify the customer doubts.
Clarify the Issue
Prevents assumptions and ensures the solution you provide addresses the actual issue. Ask questions that encourage the customer to share more details.
- Besides the initial request, find the Need behind the Need.
Practical Tip!
Flexibility
- Offer multiple options to empower choice.
- Respect preferences and create a sense of control.
- Frame options positively, highlight benefits, not limitations.
Giving options creates extraordinary experiences!
Understand the customer's unique issue.
Ask the right questions to uncover the full need.
Offer personalized and flexible solutions.
Communicate the solution clearly.
Skills
Reinforce the personal connection.
Resolve phase steps
Acknowledge to show Empathy
Empathy is understanding how the customer feels and acknowledging every type of feelings to create engagement.
- Adjust your approach, use a warm and friendly tone of voice.
- Acknowledge the customer's feelings. Do not ignore them.
- Put yourself in other's shoes.
Identify the Underlying needs
It’s about recognizing that what a customer asks for might point to a bigger concern. By uncovering that, you can offer solutions that truly satisfy them and prevent future issues.
- Think beyond the request.
- Address all potencial issues.
Confirm before proceed
The customer agrees with the proposed solution. This step ensures they feel involved in the decision and that the solution aligns with their expectations.
- Remember that is all about the customer's satisfaction.
Practical Tip!
Personalization
- Gather enough information to understand the customer’s needs.
- Align solutions with what they are asking for.
- Paraphrase important details.
- Personalization shows care and builds trust.
One-size-fits-all doesn’t fit anyone. Tailor the solution!
Personalization
Transition from the greeting using information from the conversation so you can guide the caller and ensure understanding and provide a tailored service.
- Use the caller's name early and throughout the call.
- Be detailed with your explanation and questions.
- Showing that you understand to leave a positive impression.
Summarize
Recap the solution and next steps to confirm the customer fully understands. Invite questions or clarifications to ensure there are no misunderstandings, leaving the customer confident and satisfied with the resolution.
- Have a First Call Resolution.
Provide Clear Next Steps
Guide the customer, use simple and positive language, and check in to confirm understanding. Confirming and checking in along the way strengthens understanding and builds trust, as it shows you care about their perspective and want to ensure nothing is left unclear.
- This keeps the interaction easy to follow and ensures the customer feels confident and supported.
To understand the caller needs we can break the information in 3 parts:
This is the situation the customer is facing. It’s the facts and context of what happened.
This is what they’re asking for directly. The desire to improve or accomplish something.
This is the deeper reason behind their request, the objective and the importance of the need.
Provide Clear Next Steps
Be detailed with your questions and explanations to make sure that the customer feels confident and build trust.
- Paraprashing is the key to make sure that we understand, gather information and clarify details.
- Ensure understanding and confirm you both are on the same page.
Empathize with the feelings.
Recognize, understand, and genuinely care about the emotions they’re experiencing.
- Acknowledging openly: Letting them know their feelings are valid (“I can see how that would be frustrating”).
- Choosing words and tone that comfort or support.
Soft Skills Training 1 & 2
Mercy
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Transcript
Welcome to an interactive Soft Skills training!
You’ll get to click, explore, and play with options built right into the slides.- See that little hand icon at the top right corner of your screen? 👆 Give it a click to discover what parts of the slide you can interact with.
- Each section wraps up with a quick activity or game, this is your chance to test what you’ve learned and have some fun doing it!
The more you interact, the more useful this training will be.
TBD 2025
Presented byLearning & Development Department
Content
Behaviors that Shine:
LET's Start!
Connecting with Magical Moments
TBD 2025
Presented byLearning & Development Department
Behaviors that Shine
Objectives
Our Journey
Enhance the quality of customer interactions by equipping you with advanced soft skills such as Empathy, Reassurance and Active Listening.
Our goal
Benefits
Behaviors that Shine
Methodology
50%
50%
Techniques
Skills
Tools to help you accomplish effectively every part of the call. Actions taken to deliver an exceptional service.
Behaviors that will help you go through the call and focus on the experience of the customer. Typically linked to an emotion.
Extraordinary service goes beyond expectations by adding empathy, personalization, and proactive support.
Best in class service
Delivering a customer experience that stands out as the highest standard in your industry. When customers feel impressed, it means their expectations weren’t just met, they were exceeded. Something about the interaction stood out: maybe the speed, the empathy, or how easy it felt.
Ordinary service is meeting the customer’s basic needs answering questions, solving problems, and doing what’s expected.
Behaviors that Shine
Content
Opening
Empathetic Heartfelt Welcome
Session 1
Understanding Needs and Challenges
Discover
Resolve
Tailor a Solution
Session 2
Satisfy
Come to an Understanding
educate
Fully Inform and Educate
Session 3
closing
Closing with Gratitude
Behaviors that Shines
Behaviors that Shine: Session 1
What does it consist of?
Empathetic Heartfelt Welcome
An empathetic heartfelt welcome goes beyond just saying “hello” or “welcome.” It's about making the customer feel genuinely valued, understood, and heard from the moment they reach out.
Techniques
This is the opening phase.
Skills
Content
Greeting Example
"Hello! This is Sam, how can I help you?"
Warm Greeting Example
"Hello! Thank you for reaching out to us today! This is Sam, how can I help you?"
"Hi! I hope you are having a lovely day! I'll be glad to assist you. My name is Kevin what can I do for you today"
"Good morning! Thank you for calling. My name is Logan, how can I help you today?
Tip: Use your own words to be able to sound genuine and caring for the customer contacting us.
Empathetic Heartfelt Welcome
Active Listening
Acknowledge
Is a skill of fully focusing on, understanding, and responding to someone when they’re speaking. It goes beyond just hearing the words it means being present, showing interest, and making sure the customer feels heard and understood.
We can show that we are paying attention when we acknowledge the customer statements, needs and feelings. This way we can make the customer feel cared, valued and that his issue matters to us.
Level 1: Complete attention, careful listening. Level 2: Attention varies from full to partial to none. Level 3: Attention is elsewehere, not listening.
Listen levels
Greeting Acknowledge Example
"I hear that you're feeling frustrated with your issue. That must be really tough, and I’m truly sorry you’ve had to deal with that."
"Absolutely, I can help you taking your payment. I’ll make sure we get that handled for you."
"I completely understand you want to update your policy. Let’s start by reviewing the current details."
"Congratulations on your new property! I'll be glad to assist you with explaining your payment plan."
Tip: After listening carefully, acknowledge the emotions behind the situation. Don't just address the problem, acknowledge the feeling behind it.
Empathetic Heartfelt Welcome
Use their name, reference their past interactions, and show you remember them as a person, not just a case or a number. This creates an immediate connection.
The way you speak matters. A warm and friendly tone conveys warmth, kindness, and an eagerness to help. Your tone reassures the customer that you care about their experience.
Empathy at the Core
2.Transition
Empathy means recognizing the customer's emotions and responding with understanding. If a customer is frustrated or upset, acknowledge their frustration and express genuine concern. This helps us build rapport and trust with our customers.
Provide context for something you are about to say or ask by taking information from the caller, the account or previous conversation. This way you ensure that the customer understand and feels included.
3.Warm in your Tone
1.Personalization
Greeting Empathy Example
"Good morning, Alex. I’m glad you reached out today. I understand it can be frustrating when things don’t go as expected, so let’s go through this together and find the best solution."
"Thank you for calling. I know reaching out for support can sometimes feel like one more task on your plate, but I’ll make this as easy as possible and walk you through everything step by step."
"Hi Sam, thank you for calling back. I really appreciate you taking the time to follow up, and I’ll walk you through the next steps so you feel confident moving forward."
Tip: Your tone should be gentle and compassionate, showing that you are on their side, ready to solve the problem.
Empathetic Heartfelt Welcome
Let them know they are in good hands and that you’ll guide them through the next steps.
Reassurance
Verify that you understood the request and have the information needed to help. Check in with the customer to know you both are on the same page.
Confirm and Check
Provide Clear Next Steps
Be specific and detailed when explaining how we are helping and what the solution is. Make the customer feel safe and reassured.
Be proactive and offer options to help the caller. Shows our commitment to providing a complete and supportive experience.
Offer further assistance
Greeting Reassurance Example
Reassurance:
"Good morning Ana, I completely understand that a change in your premium can be surprising, and I’ll be happy to go over it with you so we can clarify it today."
Confirm and check:
"Just to confirm, you’re calling because your latest bill was higher than usual and you’d like to understand why, correct?"
Provide clear next steps:
"Here’s what we’ll do: I’ll first review your policy and recent changes, then we’ll compare last year’s premium to this year’s, and finally I’ll explain any factors that may have caused the increase."
Offer further assistance:
"While we’re on the call, would you like me to also check if there are any discounts or adjustments you may qualify for to help lower your premium?"
Empathetic Heartfelt Welcome
Key Points
Check
Transition
Listen
Confirm
Acknowledge
Activity 1
Connecting with Magical Moments
LET's Start!
Review the sentence and identify where the agent uses these customer service techniques and skills:
- Personalization
- Acknowledge
- Empathy
- Reassurance
- Confirm
- Clear next steps
- Offer further assistance
Three out of the four options are correct. Choose the ones you believe apply.Empathetic Heartfelt Welcome Activity
Review the sentence and identify where the agent uses these customer service techniques and skills: personalization, acknowledge, empathy, reassurance, confirm, clear next steps, and offer further assistance. In each question, three out of the four options are correct. Choose the ones you believe apply.
Empathetic Heartfelt Welcome Activity
Review the sentence and identify where the agent uses these customer service techniques and skills: personalization, acknowledge, empathy, reassurance, confirm, clear next steps, and offer further assistance. In each question, three out of the four options are correct. Choose the ones you believe apply.
Empathetic Heartfelt Welcome Activity
Review the sentence and identify where the agent uses these customer service techniques and skills: personalization, acknowledge, empathy, reassurance, confirm, clear next steps, and offer further assistance. In each question, three out of the four options are correct. Choose the ones you believe apply.
Empathetic Heartfelt Welcome Activity
Review the sentence and identify where the agent uses these customer service techniques and skills: personalization, acknowledge, empathy, reassurance, confirm, clear next steps, and offer further assistance. In each question, three out of the four options are correct. Choose the ones you believe apply.
Empathetic Heartfelt Welcome Activity
Review the sentence and identify where the agent uses these customer service techniques and skills: personalization, acknowledge, empathy, reassurance, confirm, clear next steps, and offer further assistance. In each question, three out of the four options are correct. Choose the ones you believe apply.
This is your last chance to shine!!
What does it consist of?
Understanding Needs and Challenges:
To effectively comprehend the behavior of how to understand needs and challenges, it’s important to review the significance of active listening, empathy, and the ability to ask the right questions. These practices are essential in identifying the customer’s underlying issues or needs and ensuring that we can provide an accurate, effective solution.
Techniques
Skills
This is the discover phase.
Content
Understanding Needs and challenges
"How present and engaged are you in the conversation?"
Active Listening
Level 1
Level 3
Level 2
Full Attention
Attention is elsewhere
Partial Attention
Use active listening at level 1 to show that we are fully present in the interaction. Tune in fully to their words, tone, and emotions to help you adjust your approach. Listen between the lines, so you can spot what they really need.
We are listening but not fully engaging. Sometimes we catch what’s said, sometimes we don’t.
The message is mostly missed or ignored.
Understanding Needs and challenges
Empathize to Build Trust
By showing empathy, you create an environment of trust and rapport where the customer feels safe expressing more about their needs.
Acknowledge
Reassurance
Title
Title
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Reassurance
Acknowledge
Subtitle
Subtitle
Word Choice
Tone of Voice
Title
Title
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Tone of Voice
Word Choice
Subtitle
Subtitle
Empathy example
"I can hear how stressful it’s been waiting for an update on your claim. You’ve been more than patient, and I’ll do everything I can to get you answers right now."
"I can see how receiving an unexpected bill would be concerning. You did the right thing by calling. Let’s go through the charges and make sure everything is accurate."
"I understand how a sudden change in your rate can be frustrating. Let’s go over the details together so we can figure this out."
"That must have been a really difficult experience for you. I’m glad you’re safe, and I’ll guide you through the claim process so you don’t have to handle it alone."
Understanding Needs and challenges
Transition
Here we can start the transition from the welcome and acknowledgement to asking the right questions to understand how we can help and look for more information, this is the most important part of the discover phase.
Ask the Right Questions
Use Reflection and Paraphrase
Asking the right questions helps get to the root cause of the customer’s challenge or need. It’s important to clarify the problem and gather necessary details. Ask follow-up questions to dig deeper.
Once you have some information, it’s important to reflect or paraphrase what the customer has shared with you. This confirms that you fully understand their needs or challenges and gives the customer a chance to clarify important points.
Transition/Tailored questions Example
"I understand you’re reviewing your policy because you want to make sure your home is fully covered. So you’d like to confirm if recent changes to your property are included, is that right? Can you tell me if you’ve done any renovations or upgrades lately?"
"I hear your concern about the recent increase in your premium, and I understand it caught you off guard. So you first noticed this change on your latest statement, right? Have there been any recent changes to your mortgage or escrow account?"
"I understand you have damage in your property, and that must be stressful. You mentioned it happened over the weekend, just to confirm, the issue began after heavy rain? Could you walk me through exactly what you noticed first?"
Tip: Paraphrase to show that we are active listening, take the opportunity to acknowledge and confirm that you understood, making the customer feel heard.
Understanding Needs and challenges
Identify Underlying Needs
By identifying the need behind the need, we can acknowledge to the right feeling and make the customer feel understood and valued.
Sometimes the customer’s stated problem isn’t the only need they have. Often, there’s an underlying need or emotion that drives their challenge.
Listen beyond the surface and look for signs that might indicate other needs. They might need more understanding and patience rather than a quick explanation.
Need behind the Need
After knowing the need, we can ask the right questions to find the need behind the need: This is the emotional driver or deeper reason behind their request, what they really want to feel or be sure of.
The need behind the need - emotion Example
Without any detail or explanation the caller provide the circumstance: “I received a letter from my lender saying to contact my insurance”
We can understand that the need is that the letter said to call us, the caller needs to know why he needs to call.
The need behind the need migth be related to an emotion. The customer wants to feel confident that there is nothing wrong with his insurance and his property is covered.
Tip: Active listening to the caller's tone, pace and the emotions that they are expressing. Acknowledge to make sure the customer feels heard and paraphrase if something is not clear.
When someone expresses a need, it’s often just the tip of the iceberg. Understanding this deeper need allows you to address the root cause, not just the symptoms.
Understanding Needs and challenges
Need behind the need
Probing Questions
Acknowledge
Ask open-ended questions that encourage the person to explain more about their situation or feelings. This helps you uncover the underlying need behind what they initially say.
Start by recognizing and validating the person’s expressed need or concern. This shows empathy and that you are truly listening.
Probing Questions
Title
Title
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Acknowledge
Subtitle
Subtitle
Confirm and Check in
Reflect and Rephrase
Confirm and Check in
Make sure both of you are aligned on the understanding of the situation and the next steps. This invites the person to agree or correct you, reinforcing collaboration.
Repeat or paraphrase what you heard to ensure you understood correctly and to demonstrate active listening. This can also encourage them to clarify or add more detail.
Reflect and rephrase
Title
Title
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Subtitle
Subtitle
The need behind the need - practical Example
Without any detail or explanation the caller provide the circumstance: “I can't create my online account”
We can understand that the need is that the caller need to access his online account.
The need behind the need is the root of the cause: "Why the caller needs to see his policy online?". They might need to know his coverage details to file a claim, maybe they need the most recent dec page or make an update, etc.
Tip: We should use probing questions to understand the real reason of the call, dig more to solve the real request and have a First Call Resolution.
Understanding Needs and Challenges
Key Points
Need Behind the Need
Ask the Right Questions
Active Listening
Reflection and Paraphrase
Empathy
Activity 2
Connecting with Magical Moments
LET's Start!
- Identify the Need and the Need Behind the Need from the following Circumstance.
- Define a follow up probing questions to find the underlying need of this circumstance
Only one option is correct.Understanding Needs and Challenges Activity
Identify the Need and the Need Behind the Need from the following Circumstance:
"The closing sale date of my property changed, so I need to cancel my new policy"
Understanding Needs and Challenges Activity
Define a follow up probing questions to find the underlying need of this circumstance
"The closing sale date of my property changed, so I need to cancel my new policy"
Understanding Needs and Challenges Activity
Identify the Need and the Need Behind the Need from the following Circumstance:
"My renewal premium is too high and I want to know what's going on."
Understanding Needs and Challenges Activity
Define a follow up probing questions to find the underlying need of this circumstance
"My renewal premium is too high and I want to know what's going on."
Understanding Needs and Challenges Activity
Identify the Need and the Need Behind the Need from the following Circumstance:
"My mortgage asked me for a copy of my proof of insurance because they say I don't have insurance."
Understanding Needs and Challenges Activity
Define a follow up probing questions to find the underlying need of this circumstance
"My mortgage asked me for a copy of my proof of insurance because they say I don't have insurance."
This is your last chance to shine!!
Understanding Needs and Challenges
Listening is key to truly understanding a customer’s needs.
Key Takeaways for Representatives
Empathy in't just about saying "I'm sorry"; it's about showing that you care about their frustration and are committed to helping.
The open and discover phase is setting the tone of the interaction and not only knowing what is the reason of the call but understanding the needs of the customer.
Ask open-ended and follow-up questions to uncover both the stated and underlying needs.
Always mirror back what the customer shares to confirm understanding and avoid mistakes.
Behaviors that Shines
Behaviors that Shine: Session 2
What does it consist of?
Tailoring a Solution
Understanding how to tailor a solution is crucial, as it encourages us to move beyond standard responses and provide more personalized and effective solutions based on the unique needs of each customer.
Techniques
This is the resolve phase.
Skills
Content
Tailoring a solution
Understand the Customer's Unique Situation
Don’t rush to solve! Slow down, listen, and tailor the solution.
2.Ask thoughtful questions
4.Personalize your approach
Two customers with the same issue may need different solutions. Confirm and check in facts instead of jumping to conclusions.
Don’t interrupt or assume you know the issue right away. Let the customer explain in their own words. Pay full attention, listen at level 1.
Use open-ended questions to clarify details. This helps uncover the full story, not just the surface problem and find the Need behind the Need.
Show the customer you’re focused on their situation. Transition using tailored answers and questions build trust and make the customer feel valued.
3.Avoid Assumptions
1.Listen carefully
Tailoring a solution
Ask the Right Questions to Uncover the Full Need
Practical tips!
Understand your customer asking and do not assume.
Examples of open ended questions:
Open ended questions - example
❌ Closed-Ended: “Do you want to keep the same coverage?” ✅ Open-Ended: “What aspects of your current coverage are most important to you?”
❌ Closed-Ended: “Are you concerned about your premium?” ✅ Open-Ended: “How does your insurance cost fits into your current budget?
❌ Closed-Ended: “Do you want to add coverage for valuables?” ✅ Open-Ended: “What items in your home are most important to you to protect with your insurance?”
Closed-ended questions: usually “yes” or “no” answers. Open-ended questions: start with what, how, can you tell me about, or describe.
Tailoring a solution
Offer Solutions
Align what you offer with what the customer truly needs or wants. This is the peak of the resolve phase.
Personalized based on their Needs
Flexiblility based on the Situation
Customize your solution to match the customer’s specific needs and preferences. This creates a more meaningful, customer-focused experience.
Sometimes, a single solution might not fully meet the customer’s needs. Offer them multiple options to show flexibility and a willingness to work with them (if possible).
Offer solutions - example
Circumstance
The customer wants to adjust their billing schedule.
Personalized
Flexibility
If the preferred billing date isn’t available due to restrictions, suggest the closest alternative dates or options to accommodate the customer’s needs.
Offer a billing plan that aligns with the customer’s preferred dates and frequency, matching exactly what works best for them.
example
Offer solutions - example
Circumstance
The customer wants a copy of his dec page in PDF uploaded to a website.
Personalized
Flexibility
Prepare the dec page exactly in PDF format to match the customer’s preferred method of receiving it.
The website doesn't allow uploads. Offer to send it via email or fax instead so the customer still receives the dec page promptly.
Example
Tailoring a solution
Communicate the Solution Clearly
The customer should fully understand what to expect.
Provide Clear Next Steps
Confirm and Check
Word Choice
+ info
+ info
+ info
By pausing to confirm, you give the customer a chance to ask questions, clarify doubts, and feel confident about what will happen next. “Just to be sure we’re on the same page, here’s what will happen next.” This not only confirms understanding but reinforces the clarity of your communication.
Speak in a way that the caller can easily understand without needing prior knowledge of technical terms or internal processes. Avoid jargon, abbreviations, or policy-specific terminology that might confuse the customer.
Clearly describe what you will do and what the customer can expect or needs to do. Walk through the solution step by step and guide the caller to understand the solution.
Tailoring a solution
Reinforce Personal Connection
Go beyond the standard or script. It requires actively listening to recognize their unique circumstance, and shape the solution.
Tailored service
Acknowledge their unique situation, preferences, or requests, and explain how the solution meets their specific needs.
Build Rapport and Trust.
The customer feels valued as an individual rather than just another caller and the experience will be positive overall, even if the solution itself is straightforward.
Valued Customer
Reinforce Personal Connection - example
❌ Generic: “Your policy has been updated.” ✅ Personalized: “I’ve updated your policy to include the additional coverage you requested, so your home is protected exactly the way you wanted.”
❌ Generic: “We’ll send you the documents.” ✅ Personalized: “I’ll send your documents to the email address you prefer, so you’ll have them handy right where you need them.”
❌ Generic: “Your billing has been adjusted.” ✅ Personalized: “I’ve aligned your billing schedule with the dates you mentioned, so payments will fit more comfortably with your monthly budget.”
Tip: Repeat back a detail the customer provided and link it to the solution, so they feel heard and valued. Connect the solution directly to their situation or preference.
Tailoring a Solution
Key Points
Customer's Unique Need
Reinforce Personal Connection
Offer Solutions
Communicate Clearly
Ask the Right Questions
Activity 3
Connecting with Magical Moments
LET's Start!
Tailornig a Solution Activity
Tailornig a Solution Activity
Tailornig a Solution Activity
Tailornig a Solution Activity
Activity 4
Connecting with Magical Moments
LET's Start!
Which of the following responses best reinforces a personal connection with the customer?
Tailornig a Solution Activity
Tailornig a Solution Activity
Tailornig a Solution Activity
This is your last chance to shine!!
What does it consist of?
Come to an Understanding
It helps ensure that both the customer and you are on the same page when addressing an issue. The key here is effective communication, both in terms of listening actively to the customer and confirming that everyone involved is clear on the problem, solution, and next steps.
Techniques
This is the satisfy phase.
Skills
Content
Come to an Understanding
It's not just hearing, it's understanding.
Active Listening: The Foundation of Understanding
Use verbal nods or short phrases to show you’re listening (e.g., “I see,” “I understand”).
Give the customer your complete focus, avoid distractions.
Pay Full Attention
Title
Title
Acknowledge
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Subtitle
Subtitle
Repeat or rephrase what the customer said to confirm your understanding.
Tone, pace, and emotion can provide important context.
Observe Non-Verbal Cues
Reflect & Paraphrase
Title
Title
Use this side to give more information about a topic.
Use this side to give more information about a topic.
Subtitle
Subtitle
Tailoring a solution
Clarifying the issue: Make Sure you Understand.
Knowing is being aware of facts or information. Understanding it’s grasping the meaning, reasons, or connections behind that knowledge.
The Need Behind the Need
Title
Don't stick with the first words you hear.
Use this side to give more information about a topic.
Subtitle
Come to an Understanding
Empathizing when Delivering a Solution
Emphasize benefits or outcomes that address their concerns. Explain how it addresses the issue and their worries.
Deliver the Solution
Solve the problem
Clearly connect the resolution to the problem they described.
Validate Feelings
Recognizing their feelings or the impact of the issue. Acknowledge.
Recognize Emotions
Pay attention to tone, word choice, and what’s left unsaid.
Empathize when providing a solution - example
Customer: “My request hasn’t been processed yet.” Representative: “I understand the delay is inconvenient. I’m expediting your request today, so it will be completed quickly, which means you can move forward without any further waiting. Does that sound good?"
Customer: “I haven’t received my policy documents yet.” Representative: “I understand your concern. We sent your documents via regular mail and they should arrive in the following days, in the meantime I can send your documents via email so you can have it right away."
Tip: Show the customer that you care linking the solution to the specific issue highlighting the benefit of your resolution.
Empathize when providing a solution - example
Customer: “I’ve been trying to update my address for weeks, but every time I call, it doesn’t seem to get fixed. It’s really frustrating.” Representative: “Thank you for letting me know. Just to make sure I understand, you’ve already called before to update your address, but it still shows the old one on your account, is that correct?” Customer: “Yes, exactly.” Representative: “I can see how that would be frustrating, and I’m sorry you’ve had to deal with it more than once. Here’s what I’ll do: I’ll update your address right now while we’re on the call and confirm it’s showing correctly in the system. That way, your future statements and documents will go to the right place without any more delays. How does that sound?”
Tip: Confirm and check with the customer to start the agreement on the resolution and address the feeling behind the issue.
Come to an Understanding
Check for Agreement and provide Clarity
Explain Clearly Present the solution in simple, step-by-step terms without jargon. Focus on what the customer needs to know right now.
The satisfy phase
The part of the customer interaction where you ensure the customer’s needs are fully met and they feel confident about the resolution. It’s about closing the loop and leaving a positive final impression.
Confirm Understanding Restate the key points or actions to ensure both sides are aligned. Listen actively to their response and address any hesitations or confusion.
Agree on Next Steps Verify both parties are aligned on actions and timelines. To build confidence end with a reassuring wrap up.
Tailoring a solution
Come to an Understanding
Validate Understanding
Double check summarizing the information to confirm alingment and build trust.
Reassurance
Check in
+ info
+ info
Check for agreement and Validate Understanding - example
Representative: “Just to make sure we’re on the same page, could you walk me through the steps you’ll take next?” Customer: “Sure, I’ll submit the form online today and wait for the confirmation email tomorrow.” Representative: “Perfect, that matches what we discussed. Thank you for confirming!”
Representative: “Let’s quickly review: we’ve updated your account details and scheduled your follow-up for Friday. Does that sound right?” Customer: “Yes, that’s exactly what I expected.” Representative: “Great! I’m glad we’re all set, and you know exactly what comes next.”
Tip: Ask for a verbal nod to ensure that the customer is fully aware of the situation, steps and resolution.
Tailoring a Solution
Key Points
Validate Understanding
Deliver a Solution
Understanding
Check for Agreement
Clarify the Issue
Activity 5
Connecting with Magical Moments
LET's Start!
Roleplay: practice how to handle a customer using the techniques and skills you know, guide the caller using the call flow phases: Open, Discover, Resolve, Satisfy.
Come to an Understanding
Roleplay: practice how to handle a customer using the techniques and skills you know, guide the caller using the call flow phases: Open, Discover, Resolve, Satisfy.
Scenario 1
Customer: “Hi, I cancelled my home insurance, I haven’t heard anything regarding it and It’s messing up my budget.”
Call Flow
Policy details
Check and confirm
Reflecting, paraphrasing, and asking the right questions are key techniques to ensure you fully understand the other person’s message and can respond accurately.
Open ended questions
Invite the other person to share more details, explain their thoughts, or describe their situation in their own words.
Active Listening
Show the customer that you're not just hearing them, but that you are fully engaged and understanding their needs.
Empathy
Offer a clear, actionable solution that directly addresses the customer’s needs. Present it in simple, understandable language, highlighting how it resolves their concern or meets their expectations.
Practical Tip!
Tailored questions
They might not know exactly how to describe the problem. In this case we can tailor our questions using information from the conversation to make a smooth transition into the probing questions and guide the caller giving them context.
Use open ended questions to encourage the caller to provide more information.
Skills
Satisfy phase steps
Active Listening: The Foundation of Understanding
Clarifying the Issue: Make sure you Understand
Check for Agreement and Provide Clarity
Empathizing when Delivering a Solution
Validate Understanding
PTS Information
Understand your customer
Open-ended questions invite them to share more details, thoughts, and feelings, which often reveal needs that aren’t immediately obvious. Instead of limiting the conversation with yes-or-no prompts.
Conversation:
Keep in mind your choice of words and use positive language to provide a negative answer.
Listen to Understand
We are not just hearing the words someone says, we are actively focusing on the meaning, emotions, and intent behind them.
Practical Tip!
Check in
Checking in ensures the customer not only understands the information provided but also feels involved in the process. We can use simple questions like, ‘Does that make sense so far?’ or “Does that help answer your questions?” to confirm understanding. Do not assume, ask.
Practical Tip!
Acknowledge
Remember to mirror back key points to your customer. For example, "I hear that you’re frustrated with [caller issue]. Let’s see how we can make that right." This shows we are really listening and present in the conversation.
Active Listening
Pay full attention to details and take note of the underlying concerns, ensure that you truly comprehend the problem from the customer's perspective.
Tailored Service
When customers see that your response is designed for them and not a generic answer, they feel recognized and appreciated. This leaves the customer with the sense that they are valued, not just another interaction.
Keep the balance
Personalized solutions are shaped around the customer’s specific needs, preferences or circumstances. Flexibility, is about adapting to the realities of the situation; such as system limitations, policy rules, or availability.
Call Flow Structure
Session 3
Session 1
Opening
Discover
Educate
Closing
Resolve
Satisfy
Session 2
Call Flow
Start the interaction by setting the tone, acknowledge the customer's emotion and request. Personalize and reassure the customer.
Open
Listen and ask questions tailored to the customer comments. Find the Need and the Need behind the need.
Discover
Understand the unique need of the customer. Make sure to be personalized and flexible, offer effective options to help.
Resolve
Confirm that you understand the assignment checking with the customer to ensure agreement. Tie the resolution to a benefit that fits the customer's unique issue.
Satisfy
Personalization
Begin with active listening and clarifying questions to uncover the real concern. Avoid assumptions, since every customer’s situation is different and a generic or rushed response can easily miss the mark.
Conversation:
Provide a positive answer and then give the options available, we don't want to deny assistance.
Clarify and Offer Further Support
Check that everything is clear, and that the caller expressed correctly the reason of the call. Make sure that you are addressing all the customer needs.
Clarify the Issue
Prevents assumptions and ensures the solution you provide addresses the actual issue. Ask questions that encourage the customer to share more details.
Practical Tip!
Flexibility
Giving options creates extraordinary experiences!
Understand the customer's unique issue.
Ask the right questions to uncover the full need.
Offer personalized and flexible solutions.
Communicate the solution clearly.
Skills
Reinforce the personal connection.
Resolve phase steps
Acknowledge to show Empathy
Empathy is understanding how the customer feels and acknowledging every type of feelings to create engagement.
Identify the Underlying needs
It’s about recognizing that what a customer asks for might point to a bigger concern. By uncovering that, you can offer solutions that truly satisfy them and prevent future issues.
Confirm before proceed
The customer agrees with the proposed solution. This step ensures they feel involved in the decision and that the solution aligns with their expectations.
Practical Tip!
Personalization
One-size-fits-all doesn’t fit anyone. Tailor the solution!
Personalization
Transition from the greeting using information from the conversation so you can guide the caller and ensure understanding and provide a tailored service.
Summarize
Recap the solution and next steps to confirm the customer fully understands. Invite questions or clarifications to ensure there are no misunderstandings, leaving the customer confident and satisfied with the resolution.
Provide Clear Next Steps
Guide the customer, use simple and positive language, and check in to confirm understanding. Confirming and checking in along the way strengthens understanding and builds trust, as it shows you care about their perspective and want to ensure nothing is left unclear.
To understand the caller needs we can break the information in 3 parts:
This is the situation the customer is facing. It’s the facts and context of what happened.
This is what they’re asking for directly. The desire to improve or accomplish something.
This is the deeper reason behind their request, the objective and the importance of the need.
Provide Clear Next Steps
Be detailed with your questions and explanations to make sure that the customer feels confident and build trust.
Empathize with the feelings.
Recognize, understand, and genuinely care about the emotions they’re experiencing.