# data[].attributes.headline
speak clearly and precise also speak with confidence 

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speak clearly and precise also speak with confidence 

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Be honest and straight forward but remain professional . 

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Be honest and straight forward but remain professional . 

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Takes lots of notes so you can reference at anytime so they dont have to repeat and they know you are listening . 

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Takes lots of notes so you can reference at anytime so they dont have to repeat and they know you are listening . 

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Give cm a chance to complete their full request without disrupting them

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Give cm a chance to complete their full request without disrupting them

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Empathize with card member and allow them to express themselves without taking it personal . 

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Empathize with card member and allow them to express themselves without taking it personal . 

# data[].attributes.body
Do not be overly formal.

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saying thank you at the end of the transaction. Listening and interacting with cm

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Avoid getting "too familiar", stay professional

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Avoid getting "too familiar", stay professional

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speak clearly/concise/use the cm name whenever possible. make sure you use titles such as DR. etc 

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speak clearly/concise/use the cm name whenever possible. make sure you use titles such as DR. etc 

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Keep your communication courteous by being friendly and approachable during the interaction. Remember the CM can feel the smile without actually seeing it.

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Be polite, sincere, and enthusiastic when speaking to CM

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Be polite, sincere, and enthusiastic when speaking to CM

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should use:
please, thank you, etc

avoid:
slang

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dont let negative emotion rule your communication 

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dont let negative emotion rule your communication 

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Avoid assuming and ask instead of doing so 

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Avoid assuming and ask instead of doing so 

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"smile and dial"
listen
ask probing questions but not too many or by overtalking the cm

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Never use the phrase "I'm Sorry." if there is a need for ownership of an issue use "I apologize!"

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Empathize with the CM while helping them to accomplish their every need-builds trust and relationship

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Empathize with the CM while helping them to accomplish their every need-builds trust and relationship

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show enthusiasm or empathy depending on situation

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show enthusiasm or empathy depending on situation

# data[].attributes.body
respect the cm, they pay 5k a year for the pleasure of speaking with us

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USE: absolutely, not a problem and i understand
AVOID: slang words and acronyms

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Avoid interrupting cm as well as have condescending tone

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Use: Mr/Ms. Last name unless directed otherwise. Don't use: too many big words or any negative words

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Use: Mr/Ms. Last name unless directed otherwise. Don't use: too many big words or any negative words

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Instead of saying NO , advise what can be done. 

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Instead of saying NO , advise what can be done. 

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let member talk and listen. ensure you are not making noises on the hold that may come across as not be interested

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let member talk and listen. ensure you are not making noises on the hold that may come across as not be interested

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Pay close attention to your tone and match the tone of the CM when appropriate.

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dont say "im sorry" or else theyll take it out on you personally

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dont use words like "nope" and "yeah" use words of affirmation like "absolutely" 

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dont use words like "nope" and "yeah" use words of affirmation like "absolutely" 

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Consistent tone

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Avoid interruptions

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do not talk over the cm