Voice and Style
_________ is the ability to emotionally understand what other people feel, see things from their point of view, and imagine yourself in their place. Essentially, it is putting yourself in someone else's position and feeling what they must be feeling.
Empathy
TRUE or FALSE: To avoid long initial response times, we will start sending an acknowledgement message to customers if we are unable to provide an answer or next steps within 5 minutes.
TRUE
“Hey there Jorie,
Thanks for contacting coinbase, provide the email or support case number in order for me to assist you!
What are the errors displayed in the statement?
A. Addressing the customer, capitalization, and offering help
B. Addressing the customer, and punctuations
C. Using colloquial words in the statement
D. Using profanity
A. Addressing the customer, capitalization, and offering help
This button is used when we are asking more information to the user/expecting them to provide the email address or support case number.
SEND + Awaiting Response
Cx statement: "I have issues on my Coinbase wallet application, it just keeps on loading."
Agent response: "Hi thanks for reaching out to us. When troubleshooting an unknown issue we recommend that you first rule out these steps:..."
What are the errors displayed in the agent's statement?
A. Did not address the customer
B. No acknowledgment of the customer's issue
C. Missing necessary punctuations
D. All of the above
D. All of the above
In acknowledging the customer's issue, is it compulsory to empathize with our customers?
FALSE - some of our customers are just mentioning their issue but are not upset or frustrated. This requires an acknowledgment of the message.