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