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