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Active listening
Energy and confidence: when talking keep the following in mind
Volume
tone
Greeting components
Identify self
PROVIDE UR NAME
Identify Samsung
Identify by either 'Samsung' or 1-800-SAMSUNG'
Ask for transaction number or phone number
Personalize
As long as your greeting is professional and contains the 3 previous requirements, you can personalize and use different greetings.
Using different greetings will keep your greetings fresh and keep you from sounding robotic in ur greeting
Example
Thk you for calling Samsung. This is ........... I will be your technical support specialist today. May I HAVE YOUR TRANSACTION NUMBER and area code please?
Greeting behaviours
Behaviours that contribute to a successful greeting
Energy&enthusiasm
Confidence
Engaging
Positive: be positive (but not too positive) and keep a steady tone wch calms a frustrated customer.
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