Own it / Reassurance

Select all the power words

• It is fantastic

• That is awesome

• Absolutely

• Ok

Why you need to use the customer's name in your chats?

• Creates a personalized connection

• To avoid getting confused between the two chats

• Because they don't like to be called Sir or Ma'am.

By doing this you will tell the customer what you did and create confidence in the resolution provided.

• Verbalize actions

• Verbalize actions taken

• Use power words

• Tell customer you are an expert

By doing this you are making sure that you are on the same page and showing that you are paying attention.

• Paraphrase issue

• check for customer understanding

• Ask, questions

• Use "I" and "We"

Select examples of assurance statements

• Sure thing, let me see what can I do no right now.

• I can definitely help you today.

• I am here for you and I will check what happened

• Do you mind holding for a minutes while I check on this?

Reassurance means?

• Statement that removes someone's doubts or fears.

• Phrases used to avoid dead air

• Empathy statements

• Apologize

Own it means...

• Take charge

• Show simpathy

• Smile and be Happy

My package was delivered, but I am missing two products and I need them. (Select the best way to respond according to what we have learned today)

• Thanks for bringing this to our attention Charly, we do apologize for this error, but I am here for you and I will immediately help you by getting the 2 missing items that you are missing.

• I am sorry to hear that, let me help you.

• Thanks for bringing this to our attention, we do apologize for this error, but I am here for you and I will immediately help you by getting the 2 missing items that you are missing.

• I am so sorry for this, we do apologize for the error, but I will transfer to another team that can help you.