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It may sound robotic, let's avoid overusing the same phrase several times or simply remove "ok"

e.g. "I see, thanks for checking", "Thanks for cooperation", "Got you", etc.

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Chat/Call structure: Issue acknowledgment, opener on chats, etc.

Familiarization: impactful questions, compliments

Empathy: learn other ways to improve it

Suggestion Roadmap

USP usage

Suggesting approaches

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Summarize cooperation, practice on calls/chats

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Let's set clear expectations about the transfer

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Suggestions, Implementation, Familiarization practice

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Opener on calls is great

Issue Roadmap

Issue solution

Responsiveness

Empathy

Etiquette: you stay professional no matter what, always match a user's tone

Familiarization: small talks, active listening

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I understand that you'd like to change the template for your "site name" site

OR

Thanks for the info! Could you please also mention a site name you're currently working on and want to change the template for?

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Thanks for clarifying the issue with editing your website. I'll just take ...

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Send #chat-esc SR to a user on an escalation case

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Restate the issue back, ask additional questions to understand the issue and have enough info to check it

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Greeting: Hi Karin! I'm Laura and it'll be my pleasure to assist you today

How's your day going?

or

Hello, Laura here! Thank you for contacting Wix Customer Care!

Before we begin, may I have your name please?

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Let's change it a bit to show our willingness to help or thank a user for getting in touch

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Chat Saved Replies doc
Chat Structure in Bank of Chats
Call/Chat flow

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CC approach recap, check results

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Soft Skills: ways to show empathy
Suggest and Implement

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Advanced Suggesting Approaches
Familiarization

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I'll transfer you online to the "product" team, so they can check this issue. It may take a couple of mins for the expert to join, so please stay in the chat

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Chat/Call Structure elements

+ Roadmap and Suggesting (general)