Relacionar Columnas Verbiage to AssistVersión en línea Customer Support Training por Amanda Head 1 Listen for key phrases 2 Reduces friction for you and the customer 3 Be confident, open minded, and respectful 4 Educate on the why 5 I certainly can take care of that for you 6 On your face, in your voice, and in your tone 7 Impact is so great that it is shared 3x more than another 8 Let me try to assist you with that 9 I would feel frustrated too 10 Understanding Acknowledge statement Good customer service Keep a smile in 3 places Empathy action Bad customer service Step in saying no process Empathy I can statement Trigger a negative experience Genuine traits
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