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
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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Find authorized novels in Webnovel，faster updates, better experience，Please click www.webnovel.com for visiting.
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-END-
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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
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.
\
\\
Find authorized novels in Webnovel，faster updates, better experience，Please click www.webnovel.com for visiting.
...
-END-
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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 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. \ \\ Find authorized novels in Webnovelfaster updates, better experiencePlease click www.webnovel.com for visiting. ... -END- @@
