WorksheetsOwn it / Reassurance
Total questions: 8
Worksheet time: 4mins
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.
