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