Relier Pairs Verbiage to AssistVersion en ligne Customer Support Training par Amanda Head 1 On your face, in your voice, and in your tone 2 Educate on the why 3 Listen for key phrases 4 Be confident, open minded, and respectful 5 Impact is so great that it is shared 3x more than another 6 I would feel frustrated too 7 Reduces friction for you and the customer 8 Let me try to assist you with that 9 I certainly can take care of that for you 10 Understanding Genuine traits Good customer service Trigger a negative experience Bad customer service Step in saying no process Keep a smile in 3 places Acknowledge statement Empathy I can statement Empathy action