Day 2 Recap

A

100

Feeling With Someone

Empathy

200

Feeling of concern for someone's situation.

Sympathy

300

In empathy, it's not about feeling sorry for them, but rather about _________________ to better understand their _________________.

- putting yourself in their shoes

- needs and frustrations

B

100

TRUE OR FALSE: Acknowledging is recognizing and validating the customer's emotions or situation.

TRUE

200

_____________ is confirming that you will take action to resolve the issue.

Reassurance

300

"The goal is not just to ask questions, but to ask _______________________ that lead to an efficient and effective resolution and improve _______________.

- strategic questions

-customer satisfaction

C

100

The choice and use of words and phrases in speech or writing.

Diction

200

SLOW DOWN OR SPEED UP:

Opening spiel

Speed up!

300

Respects the customer's time by geeting straight to the point. It resolves issues faster and prevents the customer from feeling overwhelmed by unnecessary details.

CONCISENESS

D

100

SLOW DOWN OR SPEED UP:

When giving or asking for sensitive information like bill explanation and confirmation numbers.

SLOW DOWN

200

_____________________ creates a constructive and emphatetic tone, helping to de-escalate tense situations and build trust.

POSITIVE LANGUAGE

300

_________________ help us understand complex ideas by comparing them to something familiar.

ANALOGIES