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