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CONNECTING WITH THE CUSTOMER

CONNECTING WITH THE CUSTOMER. Reassuring and Empathizing Module. Training Objectives. Define positive key words and phrases that reassure customers that their needs have been heard and understood.

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CONNECTING WITH THE CUSTOMER

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  1. CONNECTING WITH THE CUSTOMER Reassuring and Empathizing Module

  2. Training Objectives • Define positive key words and phrases that reassure customers that their needs have been heard and understood. • Identify difficult situations and the key words and phrases that express empathy in those difficult situations. • Define words that can be interpreted as uncaring and should be avoided.

  3. Reassure • Prove you heard the customer’s needs • Show you are happy to help • Reassuring words and phrases • Certainly • I’ll be happy to • It will be my pleasure • I will make sure we are thorough • I will get this resolved to your satisfaction • Please tell me more about what you need Click Here

  4. Empathize • Express sympathy with difficult situations • Promise to take charge of situation • Make empathetic listening sounds such as “I see” • Empathetic words and phrases • I’m so sorry that happened • I can hear you’re upset • I understand • What can I do to make this okay? Click Here

  5. Words to Avoid in Difficult Situations • Avoid words/phrases that can be interpreted as uncaring • Avoid interrupting the caller • Words/phrases to avoid • Okay, okay • You must have done something wrong • If you just calm down, I’ll try to help • It cannot be done because Click Here

  6. Reassuring phrases

  7. Empathy in difficult situations

  8. Listening and Responding

  9. Assessment Reassure and Empathize to Connect with the Customer Click to complete assessment for this module

  10. CERTIFICATE OF ACHIEVEMENT REASSURE AND EMPLATHIZE MODULE CUSTOMER SERVICE SKILLS

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