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Discovery questions can be a little personal without being invasive.
Poner atención a los detalles que nos da el cliente para realmente darle las mejores opciones posibles.
Labia.
Tener buen sentiment.
Tenerle mucha paciencia a los clientes.
Ser proactivos.
Tener buenas métricas.
*Métrica: descuentos, sentiment, DPC (disconect per call), AHT (averadge time),
*NO TRANSFERIR*
Paciencia.
Recordar que hay veces que los clientes solo necesitan hablar o desahogarse con alguien.
Es importante el tono con el que les hablamos a los clientes.
Empathy it´s everything.
Remember to not take it personal.
The introduction and the finally of the conversation are the most important part for our sentiment score.
"Fake it ´til you make it"
X. Let me see what I can do for you today (negative)
O. It would be my pleasure to help you with this today (positive)
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