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Empathy: A Case Analysis Of Anxiety Disorder

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Strengths:

- Paige executes on the strong intro.

- She is sure to foreshadow the reason for asking the verification questions.

- When coming back from the hold, Paige plugs myql and advises the client that his silver code is available via myql. Great!

Opportunities:

- Empathy. (2:25) The client vents frustrations regarding not being able to find the silver card codes on myql. Paige misses the opportunity to acknowledge this with empathy. We want to do this to demonstrate that we're listening and that we care. Try: "I'm sorry for the confusion with navigating the site, it should be

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