Amazon Training Jeopardy Template

What would you say instead	So or So Sorry	The Voice	Anything Customer Service	Putting it all together
100 What I can do for you is... "I don't have permission to do that"	100 Sympathy I'm sorry to hear about your cat passing away	100 What is Inflection? change in pitch or loudness of the voice	100 What is What's in it for me? WIIFM	100 Greeting? This is the first step in taking a call.
200 "Let's find out the answer together" "I don't have the answers..."	200 Empathy I know how frustrating that can be	200 What is Pitch? Increase in frequency of vocal fold vibration raises pitch	200 What are hard skills? These are skills you learn and are certified for	200 What is PII? We are never to notate these pieces of information on the account
300 Let me see what I can do for you What do you want me to do?	300 Empathy I'm sorry you had to spend time on the phone with us.	300 What is clarity? This projects the words in a clear and strong way.	300 Build Rapport? To fill in dead air, you want to do this	300 What is 2 minutes or less? What is the hold time to have a customer on
400 I can find out for you I don't know	400 empathy I'm so sorry to hear that your car died	400 What is Place importance? When you place emphasis on words you...?	400 What is Paraphrasing? By doing this you show the customer you are listening	400 What is greater job satisfaction, reduces stress, hassle There are three powerful reason for learning to provide great customer service.
500 I apologize on behalf of the company. This isn't my company, not my fault	500 Empathy I am sad to hear the news that you lost your house	500 What is so you run out of breath? The importance of having a full lung capacity	500 Health Insurance Portability & Accountability Act? What does this stand for: HIPAA	500 What is Assurance This word indicates to the customer that you are going to help them.

Customer Service

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