Empathy
Why empathy on the calls?
Customers should feel that we genuinely care about their situation.
Types of listening
Active and passives
How´s the train's name?
Happiness
3 STEPS TO DEESCALATE?
Acknowledge
Reframe
Resolution
Customer had rush because got to work, which empathy skill we should use?
Empathy presence
First step after listen...
Acknowledge the caller and/or say thanks
How many stops did the train make?
In the exceed form which is the dead air allowed?
10 Seconds
"I really sorry for your loss, I want to be there to help you I all ways I can"
This is a correct empathy statement?
listening skills are important? Why?
Relationship with the customer, avoid missing important information, build more knowledge, helps to anticipate problems & better understanding.
How many passengers were on board in Dallas?
8
Assassin
Apathetic
Advocate
Difference between empathy and sympathy...
Empathy: Is getting the right understanding of what another person is thinking, feeling experiencing and meaning!
Sympathy: Is about Feeling for or pitying (de lastima) someone and involves a certain amount of distance from the person.
A communication technique that can be used to facilitate deeper understanding and self-discovery.
Elicit provide Elicit
How many passengers were after arrives Los Angeles?
37
What's WIIFM?
What is it for me.
3 Bases of empathy Matrix
You Matter to me, I care and i respect you &I am sensitive what you feel.
I mentioned a place to go for this weekend, tell me at what time was and where is.
Abu Dhabi - 7:00 pm
If the Train eliminates Dallas and Clarksburg stops, how many passengers were on board in Moosehead?
33
What means CLF and how to calculate it?
Closed loop feedback,
total top tiers over total surveys.