A.E.R- Reassurance

A.E.R- Reassurance

Acknowledgement. Empathy. Reassurance

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What does "Reassurance" mean to you?

​Reassurance 101

​ Empathy alone is sometimes enough to turn a bad interaction into a productive one. But it usually needs to be followed by its sibling: reassurance.

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As a customer support specialist, we usually know that the problem is solvable, so simply communicating this is the beginning of reassurance.

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Your words are powerful and your word choices can make or break the customer experience.

​In any situation use WATER words over FIRE words.

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• Water words can defuse an escalated situation. These words wash out the fires of a customer’s anger and frustration.

• Fire words throw fuel on the flame. These words make the customer’s anger and frustration rage!

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​Reassurance: Positive Phraseology

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Please provide general Acknowledgement Statements..

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@DIRECTV

I signed up for your http://nflsundayticket.tv service. The free trial is about to end I want to cancel. Yet when I follow the directions to do so, I don’t get the cancel option when I log in. Your online chat has not been helpful. What do I do? Provide an reassurance statement..

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@DIRECTV

the PPV fight I purchased on channel on 123 went off. Don’t know why as I have credit on my account. Very disappointed. Need help ASAP. Provide an reassurance statement..

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@DIRECTV

the customer service I am experiencing here trying to open a new account is infuriating. Do you have a contact number where people actually pick up the phone? Provide an reassurance statement..