Advocacy Language
How do we confirm issue resolution with the customer?
Does that fully take care of it for you today?'
What is one way to show empathy verbally?
'I understand how frustrating that must be.'
"I'm sure this is frustrating, but we will get this fixed."
List all steps of IDEAL-C in order.
Identify, Define, Explore, Act, Lookback +Care
How do we show the customer's our expertise?
Provide assurance that you have the knowledge to resolve the problem.
"I'll guide you through this process."
Advocacy
What’s a way to advocate without overpromising?
Here’s what I can do for you right now…
Why is ownership key in resolving issues?
It builds trust and shows the agent is taking responsibility for the resolution.
What step must be done before the "E" part of IDEAL+C?
"D" for Define the issue.
What should you do if a customer’s real issue is different than what they stated?
Reframe the issue by asking, clarifying questions, and confirming the real concern.
"I'll ensure this is fully resolved."
Ownership
Rephrase: 'There’s nothing I can do about that.
'Let me look into this for you and find the best option available.'
Provide an example of a statement that demonstrates ownership.
We will get this worked out right away.
I can help fix that.
Describe the purpose of the “Act” step.
Guide the customer through the solution found in “Explore”
How can you reframe a tech issue with empathy and clarity?
Acknowledge their frustration, then ensure the solution is clear, actionable, and leads to resolution.
"Let me walk you through the steps for resolution."
Expertise
How can you use 'we' language to advocate?
We’ll work on this together and make sure you’re taken care of.
How can an agent balance empathy with efficiency?
Acknowledge the concern clearly, then guide a resolution quickly.
What is the final step, and why is it important?
Care-show empathy, build rapport, gain customer trust.
What IDEAL-C step is often skipped in rushed calls?
“L” Lookback – agents often forget to ensure the issue is fully resolved.
"Can you tell me more about what happens when you try to….”
Advocacy
Give a full example of an IDEAL-C aligned response.
'I understand how this impacts you. Here’s what I’ll do to help. Let’s confirm it’s fully resolved.'
What behavior erodes trust when ownership is lacking?
Deflecting or blaming others for the issue.
What does the 'I' in IDEAL-C stand for?
Identify
In a scenario where a customer asks for something out of scope, how do you apply expertise?
Acknowledge the concern, explain why it’s out of scope, and guide toward a valid next step. "I've researched the best approach for you."
“Thank you for your patience. If you have any more issues, please don't hesitate to contact us again."
Ownership