Actively listen Clearly explain Acknowledge the impact the solution may have on the customer Ask relevant probing questions Make notes of main reason for the call Check notes in DMP Offer additional assistance Ask the customer if you may place them on hold Pitch the survey Listen for Customer cues Maintain a pleasant tone Show willingness to assist De Escalate Take the customer along the journey Engage Remain confident Use power words Read order notes Recap Positively position Provide best solution Acknowledge the customers concern Refresh your customer in a timely manner Use KBs Set hold expectations Actively listen Clearly explain Acknowledge the impact the solution may have on the customer Ask relevant probing questions Make notes of main reason for the call Check notes in DMP Offer additional assistance Ask the customer if you may place them on hold Pitch the survey Listen for Customer cues Maintain a pleasant tone Show willingness to assist De Escalate Take the customer along the journey Engage Remain confident Use power words Read order notes Recap Positively position Provide best solution Acknowledge the customers concern Refresh your customer in a timely manner Use KBs Set hold expectations
(Print)
Actively listen
Clearly explain
Acknowledge the impact the solution may have on the customer
Ask relevant probing questions
Make notes of main reason for the call
Check notes in DMP
Offer additional assistance
Ask the customer if you may place them on hold
Pitch the survey
Listen for Customer cues
Maintain a pleasant tone
Show willingness to assist
De Escalate
Take the customer along the journey
Engage
Remain confident
Use power words
Read order notes
Recap
Positively position
Provide best solution
Acknowledge the customers concern
Refresh your customer in a timely manner
Use KBs
Set hold expectations
