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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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