Acknowledge
You could say this to a frustrated customer.
“I know how frustrating it can be.”
Align statement is also known as
What is an empathy statement ?
A simple but powerful assure statement
What is I see the problem here ?
Look your customer in the eye to show you are paying attention to them.
What is refer to customer by name in the call?
This is the type of pet Eric has.
What is a rabbit?
A good statement to acknowledge an unreasonable request.
“I completely understand why you’d want that.”
critical in alleviating customer complaints, improving customer satisfication, and providing great customer service.
What is Why empathy statements matter?
-Fact-Empathy statements are short phrases that establish and maintain a rapport between the caller and the agent. These short phrases can be used to diffuse or de-escalate a situation and leaves the caller feeling more positively about the interaction.
A great statement to use with Goodwill gestures
What is let’s make this right ?
You should always do this before transferring a customer
What is gain their permission?
ex: With your permission, I will transfer you now.
The branch of military Eric served in.
What is the Army?
A good way to acknowledge having to say no.
What is lead with good news?
When should you use your Align statement?
What is When the caller expresses their problem or issue they’re having.
-Fact-
This is an opportunity for the agent to acknowledge that they understand the problem or challenge. It’s also an opportunity to instill confidence in the caller that the agent will do their best to solve the problem. This shows a genuine interest of the agent in the customer's challenge.
Say this instead of I don’t know
What is Please give me a moment to double check that I have the right answer?
Pat yourself on the back
What is celebrate your awesomeness?
Eric’s favorite quote
What is “ No one cares how much you know, until they kmow how much you care. “ ?
“ I can imagine that this situation has been very inconvenient .”
What is something you can say to a rude customer?
A MAGIC moment
What are interactions that “Make A Great Impression on the Customer,”
-Fact-
such as saying “please” “thank you,” or “How can I help?” Tragic moments, such as saying “Calm down,” “Never,” and “Just a sec,” do the opposite.
Good positioning for a recap
What is Let me clarify, and make sure to correct me if I’ve gotten anything wrong ?
Do all updates through here
What is Self Service?
Eric’s current age
What is 45 ?
Paraphrasing is an easy way to do this.
What is Acknowledge the customer ?
-Fact-
Repeat and/or paraphrase. Show customers that you care and are being an active listener by repeating and paraphrasing what they say, so they know you understand.
When you fail to align with your customers, you are providing them with this level customer service.
What is Walmart level customer service?
“Here’s what i can do/offer instead” is an example of this.
What is giving alternatives ?
-Fact-
There are times when customers ask for things you can’t give at the moment. Instead of saying “no,” you can search for options that you can offer. This emphasizes positive language. It also leaves the door open to alternative solutions and shows that you’re listening to your customer's needs.
You can also say
While that isn’t possible right now, I can…”
“Currently, that’s a limitation. What I can do is…”
Use this call logging tool to recap
What is NRATE ?
If Eric were a Ninja Turtle, which one would he be ?
Who is Michelangelo ?