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1>component of effective call flow: step, quick,best
2>inbound: open,verify, identify& confirm, resolve &additional assistance"open guideline" , close
3>resolver&offer: find &propose alternative, note, set expectation, (inform property or send email), indetify yourself and explain why you call
anticipate question from guest negotiate with hotel, take note, recap,email if cannot call
4>Empathy & rapport building:
empathy golden rule: acknowledge issue, reassure do the best, empathize, personalize emails for specific situation.
"we want to get to the bottom of this as much as you do"-> listen to solve then understand inconvenient and want to part of it
"if i were in your position, i would definitely feel the same way just as you do"->don against the company, gain empathy and relatable
"i cannot imagine how upsetting it is to you"
"i can see your point on that" ->relate+calm customer
"i realize how complicated it is to .."->hang up and fill out a form
"i can understand how frustrating it is when"-> venting and upset
Rapport
Sensitive topic:religion,finance,politic, gender,age,sexuality,relationship
5>delivering bad news:
ADGO- Acknowledge,decline,give reason, offer alternatives
say no not enough: let em express emotion,avoid ask to calm down,remain obj,keep calm, keep tone soft and low,listened and understood,remind limitation
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