Empathy & Tone
This type of statement helps the customer feel heard and supported before you jump into troubleshooting.
What is an empathy statement?
This year Power Design, Inc. was founded by Mitch and Dana Permuy in St. Petersburg, Florida.
What is 1989?
This planet is the fourth from the Sun and is known as the Red Planet.
What is Mars?
This type of update tells the customer you are working on their issue.
What is an in-progress update?
This describes going one step beyond what the customer asked.
What is the Plus One mindset?
You use this tone to reassure customers even when they are stressed, frustrated, or unclear.
What is calm and professional tone?
This core value represents PDI's commitment to doing the right thing, even when it isn't the easy thing.
What is Integrity?
This author wrote the classic novel Pride and Prejudice.
Who is Jane Austen?
You should send this type of status update when waiting on another team.
What is a dependency update?
This “extra” helps customers feel supported even after closing the ticket
What is offering a helpful tip or resource?
This phrase shows genuine ownership: "I’ve got this and I’m here to help."
What is an ownership statement?
This program, run by Power Design employees, recycles scrap wire to donate money to charitable causes.
What is Project V5?
This chemical element has the symbol "O" and is essential for respiration.
What is Oxygen?
This is the recommended timeframe to update customers on high-impact issues/Priority 1.
What is every 5-10 minutes?
This gesture shows care by checking back after a fix to confirm everything still works.
What is a follow-up message?
This is the FIRST thing you should do when a customer expresses frustration or confusion.
What is acknowledge their experience?
Power Design made this national list for fast-growing private companies in 2016.
What is the Inc. 5000 list?
This ancient civilization built the Machu Picchu complex in the Andes Mountains of Peru.
What is the Inca civilization?
This update lets the customer know exactly what you completed before closing a ticket.
What is a resolution summary?
his type of phrasing creates a warm, personalized experience.
What is using their name in the response?
This technique reduces tension and builds trust by validating the customer’s perception before offering a solution.
What is emotional mirroring?
This automated help desk platform at PDI provides employees with guided troubleshooting, ticket submission, and 24/7 support, helping reduce wait times and increase resolution efficiency.
What is Helpbot?
This physicist's thought experiment about a cat in a box illustrates the paradoxes of quantum mechanics and superposition.
Who is Erwin Schrodinger?
This proactive practice builds trust by updating the customer before they feel the need to ask.
What is anticipatory communication? OR What is Triage?
This final touch provides clarity for the future and prevents repeat tickets.
What is offering preventative guidance?