Zendesk Training Exam already Passed!!

Tips to be an Active Listener? (5) - Answer-10 second rule Limit distraction (No phone, Slack on mute) Don't interrupt (Write down questions/thoughts) Clarify & paraphrase Listen to emotions How to be an active listener? (5) - Answer-1. Ask Questions 2. Seek Elaboration (Repeat answer, 5 Whys) 3. Speak Less (Bite Tongue) 4. Use Minimal Encouragers ("Right") 5. Probe Further (Repeat Answers, Seek Clarification) CX Trends -- Background - Answer-"2020 changed everything. Stuck at home, customers flocked online. Almost overnight, agents began operating apart. And companies scrambled to figure it all out. A company's success depends on their customer experience -- 3/4 think of whether a company does it well when making a purchase 1/2 will leave after one bad experience Whether it's adding support over messaging or giving agents a new way to stay connected, being able to adjust quickly to keep up with customers and set your teams up for success has never been more important 6 CX Trends - Answer-Spotlight on CX A More conversational world In uncertain times, agility is key! The future of work is now The digital tipping point SMB CX Trends? - Answer-More with lessWhat's changed? More support requests Higher customer expectations Less resources How do we Help SMB? - Answer-Agility Solving tickets: via Messaging apps Self-service Boosting agent collaboration Managing more customer data