Notes
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Opening( greeting + disclosure)
Purpose of call( rating + feedback + reason )
Cx explanation
Apology + empathy + acknowledgement
Resolution if any + probing about other services
Self help + rewards
additional feedback + recommendations
further assistance
Appreciation
S4X behaviors
BE Warm and friendly
Own It
Show Appreciation
Listen Actively and Respond Appropriately
Discover needs
Set clear expectations
Self Help
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