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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