Post by shiyabul on Aug 21, 2024 6:30:48 GMT
An agent’s reply of, “Here’s what I can do NOW” is easy, to the point, and keeps the agent thinking in terms of possibilities. Imagine this phrase as a principal component of agent education! What a yield that would be! Building and conducting ongoing scenario-based discussions around the use of this action phrase has tremendous potential. The power is twofold.
First, it cues the agent to think in terms of what CAN be done as https://lastdatabase.com/ opposed to what CAN’T be done. It also offers the customer a positive option to explore. Customer Experience is about problem solving. So far in my life experience CAN’Ts don’t solve problems; CANs do. They didn’t write a book about the Little Engine That Couldn’t! THE WORDS AGENTS USE WHEN INTERACTING WITH CUSTOMERS BECOME A CRITICAL SUCCESS FACTOR TO A GREAT CUSTOMER EXPERIENCE.
” Even when the offer is totally contrary to the request, a new discussion emerges. In this case, the agent has asked questions and discovered that the actual situation is not causing frustration. It is the time it has taken! What a totally different driver! AN AGENT’S REPLY OF, “HERE’S WHAT I CAN DO NOW” IS EASY, TO THE POINT, AND KEEPS THE AGENT THINKING IN TERMS OF POSSIBILITIES.