All 24 words on this card
The words called so far are highlighted, to check a winning card.
"As much as I would love to help..."
"Great Question I'll find out for you!"
"Have I resolved the reason for your call?"
"I completely understand why..."
"I realize this isn't your fault. Let's see what we can do resolve this."
"I understand your frustration..."
"I would have also been disappointed by that."
"I'd love to help"
"I'm more than happy to help..."
"I'm sorry to hear that happened. Let's see what we can do to fix that."
"I've passed this on..."
"I've read through..."
"Let me try to summarize what you're saying. You're saying..."
"Thank You!"
"Thanks for bringing this to our attention!"
Actively Listened
Ask an open-ended question.
Capture Complaint
Connect With Customer
Demonstrate Product Knowledge
Follow up with a statement - not a question.
Offered Compensation (Statement Credit/Rewards)
Offered Multiple Solutions
Value Statement
