Notes
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09/26/2023
Path to Resolution
09/27/2023
Wowing the customer 1
Actively Listen
09/28/2023
Wowing the customer 2
Acknowledge - I understand that you need help activating your device.
Empathize - I'm sure you're very excited to use it. I felt the same when I got my new phone too!
Reassure - Let me help you activate it and be connected to our 5g network.
Hi! I just got my iphone 12 promax and I want to activate it.
A= I understand that you need help activating your device.
E= I'm sure you're very excited to use it. I felt the same when I got my new phone too!
R= Let me help you activate it and be connected to our 5g network.
Summary
Define AER
Explain the importance of AER in customer service.
Provide empathy and reassurance statements in an activity.
*Thought Organization*
PREP & ESCAPE
PREP -is an excellent technique to organize your thoughts.
P- Point
R- Reason
E- Example
P- Point
ESCAPE
E- Example
S- Story
C- Compare and Contrast
A- Associate
P- Process
E- Explain
*Wowing the Customer 3*
Probing
Information
Confirmation
Agreement
Type of questions
Open-ended Question
Close-ended Question
Question Tag
Funnel Questioning Technique
Customer Verbatim
Probe
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