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Double-check a user's name to be sure you use a correct one or copy it and paste to your messages

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Double-check a user's name to be sure you use a correct one or copy it and paste to your messages

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User's name is MARLA, not MARIA

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Check the info in the chatbot and acknowledge the issue

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Check the info in the chatbot and acknowledge the issue

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Be more responsive, acknowledge user's issue and their feelings with empathy, start with something neutral or positive when it comes to the issue

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Be more responsive, acknowledge user's issue and their feelings with empathy, start with something neutral or positive when it comes to the issue

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1. Thank you for sharing the details of the issue with the charge for the Google Ads, Marla. I totally understand it may be confusing and I'll do my best to check everything on our end

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2. Please note that I'm in your account and I see that your Ad is up and running, so it's been gathering clicks and impressions.

As for the refund, kindly note that Google Ads aren't refundable, however we can turn off its renewal together now to avoid future charges.

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1. Make sure to address all user's questions

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2. We always shift focus from negative to neutral (with passive voice) and never accuse our users.

"Since the auto-renewal was on, you were charged for another month. What we can do now is turn-off the renewal so it runs till the end of the next renewal date"

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The issue is discussed, USP is open, so you can move on to suggestions

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The issue is discussed, USP is open, so you can move on to suggestions

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Remember to assign the chat/call to a correct group (Google Ads)

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Remember to assign the chat/call to a correct group (Google Ads)

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Warm-up questions to connect with users and check their mood

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Warm-up questions to connect with users and check their mood

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Set clear expectations for the suggestion + explain its value. It should be positive and clear for the user 

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Set clear expectations for the suggestion + explain its value. It should be positive and clear for the user 

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While we're here, I also want to share with you the tip for site's online visibility

+

It can be a great idea to work on the SEO Wiz checklist we have at Wix and connect your site to Google to get found online easier and attract more people to your site

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What do you think if we start working on the tool together to check how it works? It won't take much time and will be my pleasure to guide you!

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Avoid using this or similar questions. If the issue is resolved - move to suggestions. If the USP is locked, or the suggestion is presented - summarize the interaction and add a closing message

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Avoid using this or similar questions. If the issue is resolved - move to suggestions. If the USP is locked, or the suggestion is presented - summarize the interaction and add a closing message

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Positive tone throughout the call which is really important

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Active listening is on

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Roadmapping is good, let's also remember to state a clear time frame when you want to put the user on hold. Change" brief hold" or "one moment" to "hold for 3-5 min" or "up to 5min", etc.

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Issue Acknowledgment is on a high level: you restate the issue, ask additional questions to understand a user's concern

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The issue is resolved and user is satisfied. The USP is open, so you can move to suggestions

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So, what are we going to work on during the mentorship cycle?

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So, what are we going to work on during the mentorship cycle?

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Structure elements like Issue Acknowledgment, Roadmapping, closing the interaction, etc.

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Structure elements like Issue Acknowledgment, Roadmapping, closing the interaction, etc.

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Suggestions: ways to move to them, present, implement

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Suggestions: ways to move to them, present, implement

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Etiquette: to deliver info professionally, divide it into topics, pay attention to user's tech-saviness level

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Etiquette: to deliver info professionally, divide it into topics, pay attention to user's tech-saviness level

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Responsiveness: stating time frames, addressing all questions, etc.

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Responsiveness: stating time frames, addressing all questions, etc.

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Flows we follow: Esc flow, IMS linking, Follow-up emails, etc.

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Flows we follow: Esc flow, IMS linking, Follow-up emails, etc.

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Empathy to acknowledge users' feeling, let them feel heard and important

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Empathy to acknowledge users' feeling, let them feel heard and important