learning goals

learn the definition of empathy acknowledgement and reassurance statement

2 basic customer needs

practical need(concerns) and personal need(implicit) Personal needs – the human aspect that people bring to their work and to an interaction. Practical needs – objectives accomplished through an interaction

EAR(start of the call) empathy(emotions) - to feel understood and relate, they heard and valid acknowledge-recognizing their concerns, issue is recognize reassurance(u)-issue is solve and provides comfort, resolutions is on the way.

empathy i understand how frustrating this must be for u i can see why youre concerend thats sounds like a challenging i do apologixze if u think that ..... and dont worry im exhuasting my resourcs to help u

gonna help u with may i know whats ur concern

acknowledgement (concerns) i appreciate u letting me know about your i appreciate ur patience

why ear

humanizes interactions builds trust and connection calms emotion increasing satisfaction and retention effective problem solving

got it copy that thankyou

confident to boost 6 external