Lesson No. 3

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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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