Easy
AER stands for?
Acknowledge
Empathy
Reassurance
Which AER part shows you understood the issue being reported?
Acknowledgement.
Which part of AER shows the customer that you will take action and help resolve the issue?
Reassurance
Which soft skill helps reduce customer frustration by acknowledging their emotions before solving the issue?
Empathy
Which part of AER shows the customer that you understand what it feels like if you are in the cx shoe ?
Empathy
What should an agent do to confirm they correctly understood the customer’s concern?
Paraphrase the customer’s concern in their own words and/or confirm the issue to the guest
How can you make your AER personalized?
By incorporating the paraphrased concern of the cx.
Paraphrasing means repeating the customer’s words exactly.
False
Give one ownership statement that reassures the customer.
“I’ll take care of this with you” / “Here’s what we’ll do next.”
"Don't worry, i'll check in our resources what options we can do"/"I'll make sure to work on this"
What is the Hold threshold?
2-3 minutes
So what I understand is that your item was missing from the order, ______?
(is that correct? / correct?)
is that correct?
What's the proper hold procedure?
Inform the cx that you will hold the call
State the timeframe of hold
State the reason of the hold
When you get back, thank the customer and provide information you've gathered.
10-15 seconds
Example statement on how to hold the call.
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