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10 Cards in this Set

  • Front
  • Back
What are the key elements of a good response when replying to a customer
Make the response positive and drive the conversation forward
What two strategies are most effective in dealing with a very talkative customer
Closed-end questions and volume
What is the best strategy for dealing with a customer that yells
Demonstrate empathy
Closed-ended questions
Can be used effectively when you want to bring some closure to a conversation

Allow you to gain specific information quickly and to verify what you heard and understood
Opened-ended questions
allow CST to express opinion

allow to uncover vital information
Key phrases to start open-ended questions are:
Tell me
Describe to me
Explain
Forgetting to access the _______ ________ of the issue is the most often problem-solving task overlooked
business impact
Checking for success is the ______________ most common step that support professionals do not complete
Second
TBD
TBD
TBD
TBD