Crazy Chick's Thoughts Chapter 185

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Chapter 185
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How can we show willingness to help?


1 . Listen with complete attention


2 . Acknowledge and empathize


3 . Verbalize concern


*Verbalize and Willingness to Help:


---> power word + willingness to help + paraphrase the concern
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Sample Spiels:


(-) "Sure! I can quickly process your payment for fee . "


(-) "Absolutely! I can quickly give you your balance . "


(-) "Sure! I'll be happy to change your address . "


(-) "Sure! I'll be happy to activate your card . "


---> apologize +sharing concern + ask question


Sample Spiels:


(-) "I'm sorry . I am not able to capture that . "


(-) "Can you please repeat it?"


*When and how do I empathize?


---> Put yourself in their shoes .


*Empathize when necessary:


1 . Inconvenient


2 . Delay


3 . Negative Emotions - frustration, confusion, upset and unhappy


4 . Positive Emotions - excited, happy, thankful


Sample Spiels:


(-) "Oh, that's good to know . Let me help yo to activate your card . "


I am SORRY spiels:


(-) "I'm sorry you haven't received your bill yet . "


(-) "Oh my! I'm really sorry that you had a hard time with our automated system . "


(-) "Oh! I'm sorry for the confusion about your balance . "


(-) "I'm sorry that you haven't receive your card yet . "


***Don't forget to show your willingness to help .


***None of it will matter if you are not sincere .


How Can We Make Acknowledge Statement:


(-) KISS - "Keep It Short and Simple"


(-) Must sound sincere .


***Satisfied customer tell three friends .


***Angry customer tell 3000 people online .




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Crazy Chick's Thoughts Chapter 185

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Crazy Chick's Thoughts Chapter 185 summary

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