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How can we show willingness to help?


1. Listen with complete attention


2. Acknowledge and empathize


3. Verbalize concern


*Verbalize and Willingness to Help:


---> power word + willingness to help + paraphrase the concern


Sample Spiels:


(-) "Sure! I can quickly process your payment for fee."


(-) "Absolutely! I can quickly give you your balance."


(-) "Sure! I'll be happy to change your address."


(-) "Sure! I'll be happy to activate your card."


---> apologize +sharing concern + ask question


Sample Spiels:


(-) "I'm sorry. I am not able to capture that."


(-) "Can you please repeat it?"


*When and how do I empathize?


---> Put yourself in their shoes.


*Empathize when necessary:


1. Inconvenient


2. Delay


3. Negative Emotions - frustration, confusion, upset and unhappy


4. Positive Emotions - excited, happy, thankful


Sample Spiels:


(-) "Oh, that's good to know. Let me help yo to activate your card."


I am SORRY spiels:


(-) "I'm sorry you haven't received your bill yet."


(-) "Oh my! I'm really sorry that you had a hard time with our automated system."


(-) "Oh! I'm sorry for the confusion about your balance."


(-) "I'm sorry that you haven't receive your card yet."


***Don't forget to show your willingness to help.


***None of it will matter if you are not sincere.


How Can We Make Acknowledge Statement:


(-) KISS - "Keep It Short and Simple"


(-) Must sound sincere.


***Satisfied customer tell three friends.


***Angry customer tell 3000 people online.


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