[CM/CA] EXPRESSING EMPATHY

Kids,

always make sure to express empathy whenever needed. Majority of our calls are complaints on service or delay of service assistance. Once you have properly advised subs of ongoing restoration / endorsement or coordination with support group for priority onsite / escalation to support group for prio checking...don't forget to SQUEEZE in a simple yet sincere apology for the inconvenience caused. Take my word for it, this simple gesture can greatly help you manage your call and avoid creating an irate subscriber situation...or making it worse.

For your info and guidance...


Jakey