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1. What's the issue? How do you understand it?

2. What are user's emotions? How you can support/reassure the user you'll do your best?

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How can we change "thanks for sharing this" to show understanding of the situation?

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1. Let's turn on our active listening and notice what the difficulty is

2. Show empathy so user understands they're important and we want to help

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CSI

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came back in 3

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It's better to ask for 5 min absence and come back earlier

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15 sec grace time for the stated absence timeframe (with 5 mins being max)

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15 sec grace time for the stated absence timeframe (with 5 mins being max)

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⭐ "Dead air" on holds must not exceed 45 seconds

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⭐ "Dead air" on holds must not exceed 45 seconds

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Split info into several messages, it's too much

1. thank for waiting

2. share observations

3. share requirements for voided check

4. for bank letter

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1. Wrap-up with a kind note: "I'm glad we were able to fix it together!"

2. Future opportunities: "In case there are any other questions or concerns, please reach us out"

3. Survey (avoid saying 'my performance'): "We’d love to hear how we did today, feel free to fill out the quick survey after the chat!"

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Example

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Let's start paying attention to suggestions and present them when the tool is open

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1. Have a look at the Overview, Suggestions, Timeline

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1. Have a look at the Overview, Suggestions, Timeline

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2. Check what user's business is about (live site, services/products in the dashboard)

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2. Check what user's business is about (live site, services/products in the dashboard)

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3. Roadmap the user about suggestions at the beginning or after the solution

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3. Roadmap the user about suggestions at the beginning or after the solution

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"Please allow me about 5 min to open your account and check the docs

Once we discuss the verification of your WP account, I'll gladly share with you one tip for the website"

"Now, let's wait up to 48 hours for the documents to be reviewed

I also wanted to share with you one useful feature you can benefit from. How does it sound?"

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1. why you suggest?

"Since I see you have physical location for your yoga studio..."

2. what the feature is?

"I recommend you to create a Google Business profile. You can create it through Wix or import existing one if you have"

3. what the benefit is?

"It will help you to attract local traffic and gain insights into how customers find you on the web. Also, you will be able to manage customers reviews that you customers can leave after visiting your studio"

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5. Encourage to implement and walk through

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5. Encourage to implement and walk through

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"What do you think if I guide you how to set up it right now? It will take just a few minutes and it is a completely free feature.

Can you please go to your Marketing & SEO page and then Google Business Profile"

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1. Add a transition to suggestions after "ok got it no further questions"

2. Present the suggestion using tips above

3. Encourage to implement

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You are very welcome, glad I was able to help. Before we wrap up the chat I also wanted to share with you one useful feature you can benefit from. How does it sound?

I noticed that you haven't added your store policies to your website. For compliance reasons this is highly recommended.

This might help you avoid possible chargeback requests, or complaints from your customers as you will be showing what to expect regarding returns/refunds, etc.

Please click here to add it and let me know once you are done so I can check on my side if you are all set