A.E.R- Reassurance
Presentation
•
Professional Development
•
KG - University
•
Hard
Ashley Ashley
FREE Resource
4 Slides • 5 Questions
1
Acknowledgement. Empathy. Reassurance
2
Open Ended
What does "Reassurance" mean to you?
3
Empathy alone is sometimes enough to turn a bad interaction into a productive one. But it usually needs to be followed by its sibling: reassurance.
As a customer support specialist, we usually know that the problem is solvable, so simply communicating this is the beginning of reassurance.
4
Your words are powerful and your word choices can make or break the customer experience.
In any situation use WATER words over FIRE words.
Water words can defuse an escalated situation. These words wash out the fires of a customer’s anger and frustration.
Fire words throw fuel on the flame. These words make the customer’s anger and frustration rage!
5
Open Ended
Please provide general Acknowledgement Statements..
6
Open Ended
@DIRECTV
I signed up for your http://nflsundayticket.tv service. The free trial is about to end I want to cancel. Yet when I follow the directions to do so, I don’t get the cancel option when I log in. Your online chat has not been helpful. What do I do? Provide an reassurance statement..
7
Open Ended
@DIRECTV
the PPV fight I purchased on channel on 123 went off. Don’t know why as I have credit on my account. Very disappointed. Need help ASAP. Provide an reassurance statement..
8
Open Ended
@DIRECTV
the customer service I am experiencing here trying to open a new account is infuriating. Do you have a contact number where people actually pick up the phone? Provide an reassurance statement..
9
Acknowledgement. Empathy. Reassurance
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