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