Customer Service New Hire

Terms of Use
Microsoft Confidential - For Internal Use Only - Do Not Distribute Outside of Microsoft
2011 Microsoft Corporation. All rights reserved.
Table of Contents
Module
Overview .....................................................................................................................
......................................... 1
What are Soft
Skills? ..........................................................................................................................
.............................. 2
Soft Skills
Defined ........................................................................................................................
..................................................... 3
Benefit of Customer
Loyalty .........................................................................................................................
................................ 4
Satisfaction vs.
Loyalty .........................................................................................................................
.......................................... 5
How Personality Can Drive
Loyalty .........................................................................................................................
............... 10
What is the Personality Type of Microsoft
Customers? ........................................................................................... 12
Know Yourself, Know the
Customer .....................................................................................................................
............. 12
Agent/Customer
Matrix ..........................................................................................................................
................................ 13

Microsoft Soft
Skills ............................................................................................................................
.......................... 16
Setting Customer
Expectations ................................................................................................................
................................. 17
Active
Engagement ................................................................................................................
......................................................... 21
Engagement
Phase ...........................................................................................................................
......................................... 21
Ask
Questions .....................................................................................................................
.............................................................. 24
Closed-Ended
Questions .....................................................................................................................
.................................... 24
Using closed
questions .....................................................................................................................
....................................... 25
Open-Ended
Questions .....................................................................................................................
....................................... 25
Using open
questions .....................................................................................................................
.......................................... 26
Exercise: 20 Questions (or
less!) ............................................................................................................................
............. 26
Paraphrase ...................................................................................................................
...................................................................... 29
Empathy ......................................................................................................................
........................................................................ 33
Empathy Statements for Customer Service
Representatives ................................................................................. 33

Handling Difficult
Customers ...................................................................................................................
.................................. 36
Providing a Low-Effort
Response .....................................................................................................................
.................. 36
Advocacy .....................................................................................................................
................................................................... 37
Alternative
Positioning ...................................................................................................................
......................................... 38
Module Overview
This module introduces you to the importance of soft skills and how they can
increase both customer satisfaction and customer loyalty.
Module Objectives
After completing this module you will be able to:
Define Soft Skills
Utilize soft skills to gain customer loyalty
Set Customer Expectations
Utilize effective communication skills to resolve the customer issue by:
o Actively engaging in the customer interaction
o Utilizing probing questions to get to the root of the customer issue
o Paraphrasing the customer issue to ensure understanding
o Being empathetic to the customers situation
o Handling difficult customers
Customer Service New Hire - Module Overview
1 Microsoft Confidential - For Internal Use Only
What are Soft Skills?
This lesson introduces you to Microsofts definitions and expectations in regards
to soft skills.

Lesson Objectives
After completing this lesson you will be able to:
Define soft skills
Utilize soft skills to gain customer loyalty
Soft Skills
2 2011 Microsoft Corporation. All rights reserved.
Agent was prompt, professional, provided a quick diagnosis and resolution,
polite, courteous, and no condescending attitude. This was the first time Ive
ever used your customer service. As far as Im concerned its probably as
good as it can get!! Thank you very much. -Microsoft customer
Soft Skills Defined
What does the term Soft Skills mean to you?
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This training will cover six specific soft skills that will assist CSRs, whether they
support chat, email or phone, in resolving the customers issue.
They are:
1.
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2.
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3.
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4.
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5.
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6.
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Customer Service New Hire - What are Soft Skills?
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Benefit of Customer Loyalty
Loyal customers are typically repeat customers. These customers tend to return to
one particular company, resulting in a steady income for that business. Loyal
customers also recommend their favorite companies to family and friends, which
brings more business.
Exercise: Customer Loyalty
Consumers are notorious for being loyal to certain companies. What companies are
you loyal to and why?
Directions
1. Create a list of companies you are loyal to and identify the reasons why.
Company
Reason Why
Soft Skills
4 2011 Microsoft Corporation. All rights reserved.
Satisfaction vs. Loyalty
What percentage of companies, believe exceeding customers expectations
drives loyalty?
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__________________
The Customer Contact Council (CCC) examined the relationship between loyalty and
satisfaction, finding that the common belief of higher satisfaction yields higher
loyalty does not hold true. In fact, 20% of satisfied customers intend to
leave the company, and 26% of dissatisfied customers intend to stay.

The CCC asked over 300 of the worlds leading companies How does
customer service/support motivate customers to be more loyal? There are a few
core service attributes that represent the most significant drivers of disloyalty, all of
which have a common trait: customer effort.
Tip:
The best thing a company can do to help the overall loyalty efforts is to reduce
customer effort, thereby reducing customer disloyalty.
Notes:
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The CCC has identified to improve customer loyalty you must decrease customer
effort.
According to the CCC:
84% of end users who put forth low effort to resolve their issue are more loyal.
Only 2% of end users who put forth low effort to resolve their issue are more
disloyal.
Exercise: Reduce Customer Effort
Directions
1. Highlight the items, in the four tables below, that you believe have a direct
impact on customer loyalty.
Customer Service New Hire - What are Soft Skills?
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Soft Skills
6 2011 Microsoft Corporation. All rights reserved.
Rep confidence Ability of rep to understand me Rep listening ability
Service/support personalization Rep Knowledge Rep understands my state
of mind Rep accent Rep set expectations Certainty of follow-through
Rep communication skills Rep went above and beyond Rep exceeded my
expectations Interaction with Representative Repeating information First

contact resolution Value of alternatives Number of contacts to resolve an

issue Perceived additional effort to resolve Time to resolve Provided
alternatives to resolve my issue Makes my job easier Helps me conduct
business Focus on building relationships Understands our business goals
Service/Support organization's knowledge about my company Proactively
provides useful information Changes to policies and/or procedures General
Service/Support Experience Number of transfers and/or holds Ease of
contacting service Ease of reaching right person Experience Prior to Interaction
E-mail experience Chat experience Website experience IVR
experience (structure, announcement, pace) Other Factors Tested
Different Goals, Different Drivers
It is important to know that depending upon your goal, whether it is to increase
customer satisfaction or increase customer loyalty, each has different drivers.
Meaning, soft skills have the greatest impact on satisfaction, but reducing customer
effort has the greatest impact on loyalty.
What is a Moment of Wow?
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Exercise: Different Goals, Different Drivers
Provided Moments of Wow
1. As a CSR which drivers, if any, do you have direct control over?
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2. Are there similar drivers between satisfaction and loyalty?
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3. If yes, what are they?
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Satisfaction Service organization's/ CSRs knowledge about customer Loyalty
Teaching the customer
Improved Experience with a CSR
1. As a CSR which drivers, if any, do you have direct control over?
_____________________________________________________________________________________
_________
2. Are there similar drivers between satisfaction and loyalty?
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3. If yes, what are they?
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Reduced Customer Effort
Soft Skills
8 2011 Microsoft Corporation. All rights reserved.
Satisfaction CSR confidence CSR concern CSR listening ability Ability of
CSR to understand customer CSR understood mood Service personalization
SR follow-through Loyalty Service personalization Satisfaction Number of
transfers First contact resolution Perceived additional effort to resolve
Loyalty Number of transfers Repeating information First contact
resolution Number of contacts to resolve Perceived additional effort to
resolve
1. As a CSR which drivers, if any, do you have direct control over?
_____________________________________________________________________________________
_________
2. Are there similar drivers between satisfaction and loyalty?
_____________________________________________________________________________________
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3. If yes, what are they?

_____________________________________________________________________________________
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Note:
Hard skills (i.e.; tool usage, product knowledge) will help you resolve the
customers issue or properly route them, but you need soft skills to ensure
customer satisfaction and gain customer loyalty.
Customer Service New Hire - What are Soft Skills?
9 Microsoft Confidential - For Internal Use Only
Your service persons know your products, can explain what a person needs,
where it can be found, and how to work with the caller to teach what a person
needs while on the phone and not tie up the callers time as other companys do.
How refreshing! -Microsoft customer
How Personality Can Drive Loyalty
Tip:
If you resolve a customers issue they may be satisfied.
If you resolve a customers issue by connecting with the personally through
personality they will be both satisfied and loyal.
Exercise: What is Your Personality Type?
Controller
Communication Style
When it comes to getting your point across, you are never shy about expressing
your opinions.
When people wont see your point of view, you may increase the volume to get
your own way. Or you may guide others to the right conclusion by applying steady
pressure in the form of indisputable truths.
Sometimes, however, you find yourself paying the price because you simply fail to
listen.
Working with Others
Controllers: Get ready for a battle of the wills!

Thinkers: You like thinkers because generally they can be relied on to get things
done. But you can easily lose patience with them when they get bogged down in the
detail.
Entertainers: You dont mind dealing with entertainers as long as you share their
sense of humor and it doesnt prevent you from getting what you want.
Feelers: Feelers can be very supportive and reassuring, particularly when things are
going wrong, but in the end, action is more important than sympathy so they had
better deliver.
At Your Best: Business-like, task oriented, direct and to the point, need to know,
decisive, good in a crisis
At Your Worst: Dictatorial, arrogant, manipulative, autocratic, intimidating
Thinker
Communication Style
If someone has an issue, you are only too happy to help. You may not know the
answer, but youll be more than willing to discuss every possible solution.
Patient, thorough, and understanding, you enjoy the challenge of working through a
dilemma and looking at things from every point of view.
You may be disappointed by others who do not share your enthusiasm as well as
you
Working with Others
Controllers: Controllers can be OK to work with if you are a Thinker. At least you
know where you are most of the time. But their bossiness and impatience can drive
you up the wall on occasions.
Thinkers: You like dealing with other thinkers but prepare to do battle when
processes collide!
Entertainers: Although you have been
Soft Skills
10 2011 Microsoft Corporation. All rights reserved.
get extremely irritated by those who not only wont listen, but who constantly
interrupt or challenge your train of thought.
known to laugh at their jokes, you find entertainers are generally best in small
doses and never when you are busy.

Feelers: You can find feelers helpful and reassuring at times, but you have real
problems when they let their hearts rule their heads.
At Your Best: Organized, detailed, precise, logical, accurate, calm
At Your Worst: Process driven, unresponsive, withdrawn, unimaginative, stubborn
Entertainer
Communication Style
Theres never a dull moment when youre around, and you find that your
jovial manner is often called upon to break the ice or keep momentum going.
Never one to shy away from the limelight, you revel in the opportunity to share your
experiences with those around you.
Every now and again you can get taken by surprise when other people take offense
to a remark where none is intended.
Working with Others
Controllers: You dont really trust controllers as one minute they are laughing at
your jokes and the next they seem uptight and impatient.
Thinkers: As for thinkers, you tend to consider them boring.
Entertainers: Other entertainers can be a real laugh, until they take the limelight
from you.
Feelers: Feelers, on the whole, are easy to get on with, as they appreciate your
sense of humor. You just have to be careful not to overstep the mark.
At Your Best: Creative, charismatic, enthusiastic, optimistic, persuasive, flexible
At Your Worst: Egotistical, overpowering, self-centered, superficial, sarcastic
Feeler
Communication Style
Being such a people person, getting along with others is often high on your list of
priorities. You pride yourself on being approachable and find you can empathize
with most people who turn to you.
You excel, through your understanding and patience, in getting some folks who are
shy to open up.
You can be hurt easily and dont take

Working with Others

Controllers: You find controllers difficult to deal with, as they are often bossy,
thoughtless, and overbearing.
Thinkers: You dont understand the obsession thinkers seem to have with
processes and detail at the expense of passion and people.
Entertainers: Entertainers can be very likeable, as long as their sense of humor is
Customer Service New Hire - What are Soft Skills?
11 Microsoft Confidential - For Internal Use Only
kindly to being shouted at or bullied. At the first sign of this behavior you may
withdraw, at least mentally, from the situation or even adopt the role of
peacemaker.
There are times you may need to keep your emotions in check before you regret
something you have said.
not spiteful or sarcastic.
Feelers: Other feelers can be real soul mates.
At Your Best: Empathetic, considerate, sincere, caring, loyal, team player
At Your Worst: Indecisive, overinvolved, distracted, subjective, reactive
What is the Personality Type of Microsoft Customers?
What is the typical personality of a Microsoft Customer?
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What happens if your personality type does not match the customers?
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Know Yourself, Know the Customer
Customer Personality Type Decision Tree
Soft Skills
12 2011 Microsoft Corporation. All rights reserved.

Exercise: Know Yourself, Know the Customer

Agent/Customer Matrix
Customer Type = Controller
Agent Type
Controller
Listen before you speak
Take time to understand the customers issue
Be willing to be flexible
Accept that someone else might be right
Thinker
Keep it short
Dont overload with information
Set expectations
Show action being taken
Entertainer
Show commitment toward the goal
Take things seriously
Be realistic
Involve them in decisions
Get the job done
Feeler
Dont try to engage in small talk
Be direct
Be decisive
Show confidence
Customer Type = Thinker

Customer Service New Hire - What are Soft Skills?

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Is the customers issue a complex one?No need to diagnose customer typeIs the
customer issuing clear directives?Controller YesNoYesIs the customer
displaying emotional behaviors?
EntertainerOrFeelerThinkerNoYesNoHints:Fix it
ASAPI want to know the results.No need to
explainHints:Please understand my situationI am concerned
thatFunny you should ask..So, how is the weather there?
Hints:Let me ask you another questionCan you repeat your next
stepsDo I understand you correctly that
Agent Type
Controller
Allow time to gain answers
Give the reasoning behind your thoughts
Explain things clearly
Accept silence
Be patient
Thinker
Keep to the point
Have an agenda
Set timeframes
Keep the big picture in mind
Dont get sucked into details
Entertainer
Stick to rules and procedures
Be organized
Have a clear plan of action
Do what you say you will

 Show awareness of the task

Feeler
Keep to the subject
Show enthusiasm for the task
Focus on detail
Customer Type = Entertainer
Agent Type
Controller
Dont dictate
Be less abrupt
Lighten up
take yourself too seriously
Thinker
Pick up the pace
Use dynamic words
Keep an open mind
Entertainer
Dont overshadow the customer
Let him or her speak
Keep to the job at hand
Feeler
Dont drown him or her in the issues
Be energetic
Dont take things personally
Customer Type = Feeler
Agent Type

Controller
Show empathy
Soften your language
Give reassurance
Think of the person as part of the solution
Thinker
Appreciate their input
Soft Skills
Encourage questions
Dont over-challenge his or her viewpoint
Entertainer
Tone it down
Think before you speak
Consider his or her feelings
Involve him or her in the task
Feeler
Its not all about you
Keep a balanced view
Separate fact and feelings
Dont get distracted from the task
What do you feel is the biggest challenge when tailoring or flexing to a
customerr?
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Customer Service New Hire - What are Soft Skills?

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Microsoft Soft Skills
As identified earlier, this training will focus on six specific soft skills that are
important to increasing both customer satisfaction and customer loyalty. This lesson
will cover Microsofts view of those soft skills. We will also identify if each skill
has the ability to; improve the Experience with the CSR, Reduce Customer Effort,
Provide a Moment of Wow or all three and how.
Soft Skills
16 2011 Microsoft Corporation. All rights reserved.
Setting Customer Expectations
What is the purpose of setting customer expectations?
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What do customers expect?
What do you expect, as a customer, when you have a customer service interaction?
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Do you think there is anything we need to add that Microsoft customers expect from
their interaction with you, a CSR?
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Exercise: When do you set the customers expectations?
This exercise will help you determine when to set the customers expectations.
Directions

1. Read the scenarios below and identify which greeting you feel demonstrates the
best example of setting the customers expectations.
2. Explain your rationale behind your choice.
Scenarios
1. Hi, thank you for calling Microsoft. My name is Raj, how may I help you?
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2. Thank you for calling Microsoft Customer Service. My name is Raj. As a customer
service representative, I can help determine your support options. May I have your
name, please?
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Customer Service New Hire - Microsoft Soft Skills
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Consequences of not setting the customers expectations
According to the CCC, when agents fail to meet customer expectations, customers
often show dissatisfaction and disloyalty through the following responses:
Disloyalty
Purchase Intent
Word of Mouth
Control the Customer Interaction
When you are interacting with a customer, you are making a commitment to help
them. That commitment is to help them until their issue is resolved or until you can
transfer them to the appropriate support path.
Best Practices for Controlling the Interaction

When helping a customer, the most important thing you can do is to control the
interaction. If you maintain constant control, you set the direction and determine
the action to take so that you can resolve the customers issue quickly.
Controlling the interaction will help you achieve the following:

_____________________________________________________________________________________
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_____________________________________________________________________________________
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_____________________________________________________________________________________
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Continuously Inform the Customer
After you have set initial customer expectations around the interaction, it is equally
important to inform the customer throughout the interaction. In essence continue to
set and/or reset their expectations.
Tell Them
Be sure to explain to the customer what you are doing so there is no confusion on
the customers part. This allows you to maintain control of the interaction, while
ensuring the customer feels involved in the actions.
Soft Skills
18 2011 Microsoft Corporation. All rights reserved.
Exercise: Setting Customer Expectation
Directions
1. Examine the customer interaction
2. Identify if the CSR set the customers expectations appropriately.
3. If you determine the CSR did not set the proper expectations then identify what
they should have done and create your own setting expectations statement.
Customer Interaction #1
1. Did the CSR set appropriate expectations? Yes or No

2. If Yes what did they do well?

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3. If No what could they have improved?
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4. Your Setting Expectations Statement:
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Customer Interaction #2
1. Did the CSR set appropriate expectations? Yes or No
2. If Yes what did they do well?
_____________________________________________________________________________________
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_____________________________________________________________________________________
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3. If No what could they have improved?
_____________________________________________________________________________________
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_____________________________________________________________________________________
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_____________________________________________________________________________________
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4. Your Setting Expectations Statement:
_____________________________________________________________________________________
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Soft Skills
20 2011 Microsoft Corporation. All rights reserved.
Active Engagement
What is the benefit of active engagement?

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Active engagement is made up of two phases.
Phase
Description

Engagement
Responding
Engagement Phase
During the engagement phase you prepare yourself, pay attention, and show the
customer that you are engaged.
Use the following guidelines when preparing to engage the customer:

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Customer Service New Hire - Microsoft Soft Skills
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Its like a word problem!
Helping a customer resolve their issue is very similar to solving a math word
problem.

If you approach the issue systematically, you are more likely to resolve their issue or
transfer in a timely manner.
For example:
1. Allow the customer to explain the issue in its entirety.
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2. Work in an organized manner.
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Finally, once you feel you have all the information you need youll want to
confirm with the customer that your understanding of the issue is accurate. You can
do this by paraphrasing.
Exercise: Active Engagement
Directions
1. Examine the customer interaction
2. Identify if the CSR actively engaged with the customer.
3. If you determine the CSR did not actively engage with the customer then identify
what they could have done differently.
Customer Interaction #1
1. Did the CSR actively engage with the customer? Yes or No
2. If Yes what did they do well?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________

_____________________________________________________________________________________
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Soft Skills
22 2011 Microsoft Corporation. All rights reserved.
3. If No what could they have improved?
_____________________________________________________________________________________
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_____________________________________________________________________________________
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_____________________________________________________________________________________
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Customer Interaction #2
1. Did the CSR actively engage with the customer? Yes or No
2. If Yes what did they do well?
_____________________________________________________________________________________
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_____________________________________________________________________________________
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3. If No what could they have improved?
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Ask Questions
Asking questions are a key component to the engagement phase of active
engagement as identified in the previous section.
There are four types of questions that can be very useful when trying to fully
understand the customers issue.

Question Type
Description
Probing
Clarifying
Open-ended
Closed-ended
Closed-Ended Questions
Closed questions are generally used to narrow down the conversation and find out
specific answers. They are questions that normally result in one word answers such
as Yes or No or a short phrase.
Closed questions serve a number of purposes:
o They enable the questioner to keep control of the conversation
o They provide quick information and facts
o They allow the conversation to be led in a particular direction
o They check understanding
Examples of closed-ended questions:
o Do you get along with your supervisor?
o Is that a photograph of your children?
o Are you leaving right at 5:00 today?
o Are you awake?
Soft Skills
24 2011 Microsoft Corporation. All rights reserved.
Using closed questions
Usage
Example
As opening questions in a conversation, as it makes it easy for the other person to
answer, and doesn't force them to reveal too much about themselves.

For testing their understanding (asking yes/no questions). This is also a great way to
break into a long ramble.
For setting up a desired positive or negative frame of mind in them (asking
successive questions with obvious answers either yes or no).
For achieving closure of a persuasion (seeking yes to the big question).
Checking Questions
Rather than saying, Did you understand what I just said? It is better to say
Have I explained that ok? I would be happy to go through it again.
Note:
Closed-end questions can be used to probe or clarify.
Open-Ended Questions
Open questions are not as broad as Tell me, but they do allow a person to
provide a relatively wide range of information, opinions, feelings, etc. Open
questions allow the other person to think more deeply and give more information
about facts, thoughts, feelings, etc. and they give control of the interaction to the
other person.
Examples of open-ended questions:
o Describe your relationship with your supervisor.
o How do you see your future?
o Describe the children in this photograph.
Customer Service New Hire - Microsoft Soft Skills
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o What is the purpose of government?
o Why did you choose that answer?
Using open questions
Usage
Example
As an addition or follow-up from closed questions, to develop a conversation and
open up someone who is not providing enough detail.

To find out more about a person, their wants, needs, problems, and so on.
To get people to realize the extent of their problems (to which, of course, you have
the solution).
To get them to feel good about you by asking after their health or otherwise
demonstrating human concern about them.
Note:
Open-end questions can be used to probe or clarify.
Exercise: 20 Questions (or less!)
This exercise will challenge you to use both closed and open-ended questions by
probing your partner for more information and using clarifying questions to gain
understanding on the answers they provide.
Directions
1. Each person thinks of one item. It can be anything (famous person, television
show, objects, etc.).
2. Decide who will ask questions first.
3. You will have 5 minutes to try and identify your partners item in 20 questions
or less.
4. After 5 minutes switch roles.
Soft Skills
26 2011 Microsoft Corporation. All rights reserved.
Exercise: Asking Questions
Directions
1. Listen as your trainer plays a customer call.
2. Identify if the CSR questioned the customer effectively.
3. If you determine the CSR did not effectively question the customer then identify
what they could have done differently.
4. Write the questions you would have asked to understand the customer need.
Customer Interaction #1
1. Did the CSR effectively question the customer? Yes or No

2. If Yes what was the result of effectively asking questions?

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3. If No what was the impact from the agent not effectively asking
questions?
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4. List the question(s) the agent needed to ask to deliver quality customer service
(if applicable).
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5. What were the sales opportunities missed because of the agent not asking
clarifying questions (if applicable).
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Customer Interaction #2
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1. Did the CSR effectively question the customer? Yes or No
2. If Yes what did they do well?

_____________________________________________________________________________________
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3. If No what could they have improved?
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1. What were the sales opportunities missed because of the agent not asking
clarifying questions (if applicable)?
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Soft Skills
28 2011 Microsoft Corporation. All rights reserved.
Paraphrase
What is paraphrasing?
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Paraphrasing is not repeating what the customer said back to them word-for-word.
To do so can be extremely frustrating to the customer. The purpose of paraphrasing
is to ensure that you have a full understanding of the customers issue and it gives
the customer the opportunity to confirm that you have in fact identified the issue or
concern accurately.

Paraphrasing is a skill. To paraphrase well you must understand the process of

paraphrasing, learn the best practices, use positive paraphrasing and check for
accuracy.
Benefits of Paraphrasing
When you paraphrase a customers issue accurately, you achieve the following
benefits:

_____________________________________________________________________________________
_________

_____________________________________________________________________________________
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_____________________________________________________________________________________
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_____________________________________________________________________________________
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Positive Paraphrasing
Focus on the customers needs and wants and how you will satisfy them. When
paraphrasing, convey your positive attitude by including statements such as the
following:
That is a great question. I am happy to help you with that today.
Thank you for helping me to better understand your question.
Turn a negative into a positive. Do not focus on what you cannot do for the
customer but instead focus on what you can do for them.
Exercise: Positive Paraphrasing
Directions
1. Rephrase the negative example using positive paraphrasing.
Negative Example
Positive Paraphrase
Commentary

Customer Service New Hire - Microsoft Soft Skills

29 Microsoft Confidential - For Internal Use Only
I hear that your problem is
Never use the words YOUR PROBLEM. It implies that the customer owns the
problem, not the CSR. Its a strongly negative phrase and can set a negative
tone for the rest of the interaction.
Your software is broken.
Never use the word BROKEN. Broken has a negative connotation that implies poor
craftsmanship by the builder and will put Microsoft in a negative light.
We can fix your issue.
Instead of using the word FIX use a word like RESOLVE or REACH A SOLUTION. Fix
implies something was broken. Resolve and reach a solution on the other
hand are tied to eliminating an issue or the matter at hand.
No, I cannot help you with that specific issue.
I have no idea.
You reached the wrong department.
Im not responsible for this.
Never use the words NO. Focus on what you can do, not what you cannot do for the
customer.
Never leave the customer without a solution.
You must do
Never use the words MUST to the customer. Focus on benefits and purpose of the
solution you offer.
Soft Skills
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Confirming the Accuracy of your Paraphrasing
Paraphrasing the primary issue alone does not mean that you have a true
understanding of the customers issue. Before you move forward with the
interaction receive confirmation with the customer that you paraphrased the issue
accurately.

If you do not confirm the accuracy of your paraphrasing, it can have the following
negative effects:

_____________________________________________________________________________________
_________

_____________________________________________________________________________________
_________

_____________________________________________________________________________________
_________
Confirm the accuracy by including a prompting statement at the beginning or end of
your paraphrase.
What are some phrases or questions you can say to a customer to verify or confirm
the paraphrase is accurate?
_____________________________________________________________________________________
__________________
_____________________________________________________________________________________
__________________
Exercise: Paraphrase
Directions
1. Examine the customer interaction
2. Identify if the CSR effectively paraphrased the customers issue.
3. If you determine the CSR did not effectively paraphrase the customers issue then
identify what they could have done differently.
Customer Interaction #1
1. Did the CSR effectively paraphrase the customers issue? Yes or No
2. If Yes what did they do well?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________

3. If No what could they have improved?

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_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
Customer Interaction #2
1. Did the CSR effectively paraphrase the customers issue? Yes or No
2. If Yes what did they do well?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
3. If No what could they have improved?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
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Soft Skills
32 2011 Microsoft Corporation. All rights reserved.
Empathy
Your ability to empathize may be your most important ability as a person who deals
with customers.
What is empathy?
_____________________________________________________________________________________
__________________

_____________________________________________________________________________________
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Empathetic Responses Meet Four Conditions

1. An awareness of the state of being another
2. An understanding of the condition
3. A personal identification with the situation
4. An appropriate affective response
It is important to understand this as we deal with emotional, upset or angry
customers. Empathy is a remedy for calming an emotional person by simply and
genuinely acknowledging the emotion that the customer feels. Empathy is very
powerful because it diffuses emotion. If you want to be able to deal rationally with
an emotional customer, or if you simply want to ensure that an interaction does not
escalate into an emotional one, remember to use empathy. When sincerely applied,
empathy works like a charm in many situations. (Sincerely is a key word;
insincerity or condescension can actually exacerbate an emotionally charged
situation.)
Showing empathy to customers takes more than words, it also takes imagination.
It's not enough to utter a few well-meant clichs, hoping it will placate an upset or
angry customer, such as saying Im sorry.
Empathy Statements for Customer Service Representatives
The following are helpful empathy statements that can be used to diffuse potentially
explosive customer service situations.
"We always appreciate customers who take the time to give us their feedback. I'll
pass what you've said onto our management team."
"Thanks for alerting us to the bad service you have received. What can I do to
help fix the situation?"
"I understand you've had such a bad experience. I'd like to try and help."
"I can completely understand. If that happened to me I'd be really upset too. I can
imagine how frustrating that must be."
"It's perfectly understandable that you're very upset about what's happened."
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"The same thing happened to me only recently, so I can see why you're angry. It's
a terrible inconvenience. Let me try and see what I can do to rectify the problem."
"We don't like to see our customers upset and inconvenienced. We always strive
to create a positive customer experience."
Its not in the Script
Empathetic statements are not built in VKB or procedure flows. Empathetic
statements are not designed to be scripted. They must be genuine and tailored to
the customer and their situation. If not, then the customer can sense the CSR does
not truly mean what they are saying but instead feels the CSR has
to say it.
Note:
Some statements and tips may be scripted and available in VKB. However, its
important to realize at times you may need to improvise if an empathetic statement
has not been included in VKB or other references.
Using empathetic statements is a skill and not always natural to everyone, it takes
practice.
Exercise: Displaying Empathy
This activity will allow you to practice using empathetic statements while receiving
feedback from the customer and an observer.
Directions:
1. Work in groups of three (1 CSR, 1 Customer, 1 Observer)
2. Read the customer scenarios
3. Role-play a customer and CSR interaction based on the scenario
4. CSR creates an empathetic statement in response to the customers issue
5. The customer and observer provide feedback to the CSR using the following
questions:
a. Did the empathetic statement address how the customer was feeling?
b. Did the statement address the customers situation?
c. Customer: Thinking only about CSR, rate the overall quality of service you
received. Use a 9-point scale (9 is excellent, 1 is very poor).

6. Switch roles
Scenarios
Scenario 1: I have tried to access my subscription several times, but I cannot
get it to work?
Scenario 2: I dont understand how to sign into this site?
Soft Skills
34 2011 Microsoft Corporation. All rights reserved.
Scenario 3: I have called customer service several times to get help with
downloading my product, but nobody has been able to help me.
Exercise: Empathy
Directions
1. Examine the customer interaction
2. Identify if the CSR displayed empathy to the customer appropriately.
3. If you determine the CSR did not display empathy the customers situation
appropriately then identify what they could have done differently.
Customer Interaction #1
1. Did the CSR display empathy appropriately? Yes or No
2. If Yes what did they do well?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
3. If No what could they have improved?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________

Customer Interaction #2
1. Did the CSR display empathy appropriately? Yes or No
2. If Yes what did they do well?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
3. If No what could they have improved?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
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Handling Difficult Customers
2
With the customer experience resting on your shoulders, youll need tools to
help you manage conversations and respond to customer requests while avoiding
unnecessary customer effort. Its important for you to tailor your responses to
customers by better positioning proposed solutions and maintaining control of the
conversationeven in difficult situations and under times of stress.
Providing a Low-Effort Response
As a CSR, you can reduce customer effort by practicing three distinct skills and
incorporating them into your responses to customers:
1. Positive Language
2. Advocacy
3. Alternative Positioning
Positive Language

Instead of focusing on the negative (what cant be done), focus on the positive
(what can be done).
Saying the same thing in a different way
Negative
Positive
Unfortunately, I cant process this right now.
What I can do is put this request in and it will be ready tomorrow. In the
meantime
We dont have that in stock currently.
Let me see when it will be coming in. What we do have is
Im sorry you will have to check with accounting.
Ok. Ill take a moment to see if accounting can
The Effect of Positive Language in Customer Service
Customer Issue:
Youre having trouble transferring funds from one online bank to another
account.
CSR Response A
CSR Response B
Well, you cant transfer funds from this online account to a non-authorized
account. There isnt much I can do until you
I see the issue it looks like we need to get that other account to get that
other account authorized for you. This will only
Soft Skills
36 2011 Microsoft Corporation. All rights reserved.
authorize the other account. Youll need to go back to the account management
tab and under that youll see the authorization menu. First click on
take a few seconds. And Ill walk you through the process. Can you go back to
the account management webpage? First lets click on
The Impact of Positive Language

According to the Customer Contact Council, there are significant impacts to

experience and customer effort when positive language is used.
Advocacy
Aside from just choosing their words carefully, the best CSRs truly advocate for
customers by championing customer issues, demonstrating sincere empathy, and
offering consultative recommendations instead of plainly stating options. This
deliberate approach allows CSRs to build trust with customers, working together to
find a tailored solution to the issue at hand.
Note:
CSRs who practice advocacy can improve the quality of the customer experience by
up to 67%. Customer Contact Council
Using Positive Language for Advocacy
Customer Issue
Your new bicycle has an issue with a brake cable.
CSR Response A
Its really difficult to tell whats happening over the phone. You should
just bring it into one of our certified repair shops to have it looked at.
CSR Response B
I know that can be frustrating (1). Ill definitely pass your feedback (2) on to
our engineering team. Okay, let me check our system (3) to see if other customers
have had a similar issue with that bike model this should tell us if it requires a
break-in period. Im not seeing many instances of customers having issues with
the
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Quality of Experience Customer Effort 82% 73%
brake cable, so Id recommend bringing (4) it back to the shop and have them
take a look at it, especially since its still under warranty (5).
1. CSR demonstrates empathy for the customers issue.
2. CSR becomes a champion for the customers cause.

3. CSR serves as a consultant offering a recommendation based on the information

provided.
4. CSR helps customer feel that they are getting value.
5. (5) CSR maintains transparency throughout interaction.
Note:
Quality of Experience: 67% higher than customers who dealt with CSR A.
Customer Effort: 77% lower than customers who dealt with CSR A.
Alternative Positioning
Even when the customers first choice isnt an available option, CSRs can
still achieve an agreeable outcome by using specific techniques to position
alternatives to customers.
By using information uncovered about the customer through active engagement
and probing questioning, CSRs can expand the range of potential solutionsand
highlight the personal benefits of options that may not be the customers first
choice.
Alternative positioning is matching the customers needs and motivations with
the available options/solutions.
Make it personal be sure to emphasize that the benefits you are highlighting are
unique to this customer and their situation.
Explain the benefits If the customer wants something you cannot provide,
explain how your alternative offer can benefit him/her differently.
Exercise: Handling Difficult Customers
Soft Skills
38 2011 Microsoft Corporation. All rights reserved.
Customers Needs and Motivation Available Options/Solutions
Directions
1. Examine the customer interaction
2. Identify if the CSR appropriately interacted with the customer.
3. If you determine the CSR did not handle the difficult customer appropriately then
identify what they could have done differently.

Customer Interaction #1
1. Did the CSR handle the customer appropriately? Yes or No
2. If Yes what did they do well?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
3. If No what could they have improved?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
Customer Interaction #2
1. Did the CSR handle the customer appropriately? Yes or No
2. If Yes what did they do well?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
3. If No what could they have improved?
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
_____________________________________________________________________________________
_________
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