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