Empathy		Makes up 70% of telecommunication
Follow-up questions		Opportunities to build trust and right a wrong
Greeting		Keep to a maximum of 60 secs
Complaints		Know your systems
Diffuse Anger		Used to clarify what a person needs help with
Tone of Voice		Accuracy, empathy, ownership, options and speed
Monotone		Use language aids
Reframing Negatives		Complete evaluation forms for guides
Closed-Ended Questions		Speak low and slow for calming effect
Probing Questions		Explain the "Why"
Barriers to Active Listening		"Thank you for calling the All of Us Support Center, my name is ______. How can I assist you today!?
Active Listening		Are follow-up questions
Call Mirroring		Thanking a participant for being apart of the program
Value		Has little to no variation or pitch
Hold Time		Can be answered with one-word
5 Essential Elements		Excessive talking, making assumptions, multitasking
Quality Analysts		Summarizing what was said
Tip for New Guides		Matching others expressions, sentence construction and word choices
Managing Silent Gaps		Give commentary
Don't Phrase		Listening to understand
Handling Foreign Accents		Putting yourself in someone else's shoes
Reflection		"I don't know"