Understand
Listening carefully to the customer and showing you care is an example of this TRUST behavior.
What is being attentive?
Offering the best possible solution to meet the customer’s need is this.
What is problem-solving?
Saying, “I’ll stay with you until this is resolved,” shows this.
What is reassurance?
Adjusting your explanation based on the customer’s level of understanding is an example of this.
What is tailoring communication?
Telling a customer how long something will take shows this TRUST behavior.
What is setting clear expectations?
When you say, “I know this situation can be frustrating,” you’re doing this.
What is validating the customer’s feelings?
Making sure your solution is correct the first time is an example of this.
What is solving in a complete way?
Smiling through the phone is one way to demonstrate this TRUST behavior.
Smiling through the phone is one way to demonstrate this TRUST behavior.
Using everyday language instead of technical jargon shows this TRUST behavior.
What is simplifying information?
When you admit a mistake and correct it quickly, you are doing this.
What is being honest?
Making sure you get enough information to fully understand the issue is called this.
What is asking questions?
Double-checking details before finalizing a solution is an example of this TRUST behavior.
What is being thorough?
When you make the customer feel valued and respected, you are doing this.
What is inspiring trust?
Providing information in a step-by-step format is an example of this.
What is breaking it down for clarity?
Giving updates even if nothing has changed is an example of this.
What is keeping the customer informed?
Summarizing what the customer said back to them shows this behavior.
What is confirming understanding?
Going above and beyond to ensure the solution works is this behavior.
What is taking initiative?
Sharing your name and thanking the customer for their time shows this behavior.
What is building a connection?
When you consider the customer’s emotional state while explaining, you are doing this.
What is being empathetic?
Explaining both the what and the why behind an action demonstrates this.
What is building customer confidence?
When you tailor your approach to the customer’s situation, you are practicing this.
What is adapting to the customer’s needs?
When you both fix the issue and help prevent it from happening again, you are doing this.
What is providing a complete solution?
Acting with honesty and consistency builds this long-term outcome.
What is customer loyalty?
Explaining a complex process differently for two different customers shows this.
What is adapting to the customer’s needs?
Sharing information openly, even when it’s difficult to deliver, is an example of this.
What is transparency?