Being curteous by Christie Bednar https://padlet.com/coachchristiege/900t2ly93ew7ncy1 en-us 2022-03-23 14:54:00 UTC 2022-03-23 15:29:16 UTC hello@padlet.com https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109954269 do not talk over the cm]]> 2022-03-23 15:19:15 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109954269 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109954360 Avoid interruptions]]> 2022-03-23 15:19:18 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109954360 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109954614 Consistent tone]]> 2022-03-23 15:19:26 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109954614 Actively listen https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109954938 2022-03-23 15:19:35 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109954938 Avoid too many colloquialisms https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109954945 2022-03-23 15:19:35 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109954945 active listening https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109955060 2022-03-23 15:19:39 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109955060 Let the member talk https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109955061 2022-03-23 15:19:39 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109955061 dont use words like "nope" and "yeah" use words of affirmation like "absolutely" https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109955568 2022-03-23 15:19:53 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109955568 avoid speaking while cm is speaking https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109955612 2022-03-23 15:19:55 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109955612 paraphrase once cm is done talking https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109956301 2022-03-23 15:20:17 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109956301 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109956728 dont say "im sorry" or else theyll take it out on you personally ]]> 2022-03-23 15:20:29 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109956728 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109956894 Pay close attention to your tone and match the tone of the CM when appropriate.]]> 2022-03-23 15:20:34 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109956894 Avoid speaking over CM https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109956951 2022-03-23 15:20:35 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109956951 Use positive language https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109956953 2022-03-23 15:20:35 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109956953 let member talk and listen. ensure you are not making noises on the hold that may come across as not be interested https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109957267 2022-03-23 15:20:45 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109957267 you use should use a professional tone https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109957412 2022-03-23 15:20:48 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109957412 build a feeling of trust https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109957505 2022-03-23 15:20:50 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109957505 Instead of saying NO , advise what can be done. https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109957740 2022-03-23 15:20:57 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109957740 dont over speak https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958134 2022-03-23 15:21:04 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958134 keep tone consistent https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958141 2022-03-23 15:21:04 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958141 Use: Mr/Ms. Last name unless directed otherwise. Don't use: too many big words or any negative words https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958165 2022-03-23 15:21:05 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958165 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958170 Avoid interrupting cm as well as have condescending tone]]> 2022-03-23 15:21:05 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958170 Say please and thank you https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958220 2022-03-23 15:21:07 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958220 "i understand" is very powerful https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958327 2022-03-23 15:21:10 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958327 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958985 USE: absolutely, not a problem and i understand
AVOID: slang words and acronyms]]> 2022-03-23 15:21:26 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109958985 by using "absolutely" https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959266 2022-03-23 15:21:32 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959266 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959541 respect the cm, they pay 5k a year for the pleasure of speaking with us]]> 2022-03-23 15:21:40 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959541 show enthusiasm or empathy depending on situation https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959558 2022-03-23 15:21:41 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959558 Dont use words like um https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959701 2022-03-23 15:21:45 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959701 Empathize with the CM while helping them to accomplish their every need-builds trust and relationship https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959724 2022-03-23 15:21:46 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959724 avoid slang terms https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959883 2022-03-23 15:21:51 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959883 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959915 Never use the phrase "I'm Sorry." if there is a need for ownership of an issue use "I apologize!"]]> 2022-03-23 15:21:52 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109959915 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109960971 "smile and dial" 
listen
ask probing questions but not too many or by overtalking the cm]]> 2022-03-23 15:22:16 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109960971 Use: "certainly", "you are welcome" https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109961263 2022-03-23 15:22:24 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109961263 Avoid assuming and ask instead of doing so https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109961410 2022-03-23 15:22:29 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109961410 dont let negative emotion rule your communication https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109961439 2022-03-23 15:22:29 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109961439 smile through your tone of voice https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109961784 2022-03-23 15:22:38 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109961784 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109961991 should use:
please, thank you, etc

avoid:
slang]]> 2022-03-23 15:22:44 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109961991 Be polite, sincere, and enthusiastic when speaking to CM https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109962651 2022-03-23 15:23:02 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109962651 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109963253 Keep your communication courteous by being friendly and approachable during the interaction. Remember the CM can feel the smile without actually seeing it.]]> 2022-03-23 15:23:18 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109963253 speak clearly/concise/use the cm name whenever possible. make sure you use titles such as DR. etc https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109963312 2022-03-23 15:23:19 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109963312 Avoid getting "too familiar", stay professional https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109963362 2022-03-23 15:23:21 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109963362 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109964409 saying thank you at the end of the transaction. Listening and interacting with cm ]]> 2022-03-23 15:23:49 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109964409 https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109967939 Do not be overly formal. ]]> 2022-03-23 15:25:25 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109967939 Empathize with card member and allow them to express themselves without taking it personal . https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109968942 2022-03-23 15:25:54 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109968942 avoid using jargon https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109969568 2022-03-23 15:26:13 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109969568 Give cm a chance to complete their full request without disrupting them https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109970017 2022-03-23 15:26:27 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109970017 Takes lots of notes so you can reference at anytime so they dont have to repeat and they know you are listening . https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109971189 2022-03-23 15:26:55 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109971189 Be honest and straight forward but remain professional . https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109971935 2022-03-23 15:27:18 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109971935 Avoid slang https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109973433 2022-03-23 15:28:02 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109973433 speak clearly and precise also speak with confidence https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109976053 2022-03-23 15:29:16 UTC https://padlet.com/coachchristiege/900t2ly93ew7ncy1/wish/2109976053