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Listen and analyze the call. Write:

WWW and EBI

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confirmed the email

asked the user about the mood

friendly tone

showed empathy

was calm

good closer + wrap up

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active listening to avoid misunderstanding

could have asked more questions to understand the issue

smile

cc approach

suggestions

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Feel free to check this good call example

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Feel free to check this good call example

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matching tone

emotion mirrored - empathy

applicable phrasing

personalization

customized suggestion

made a screencast for the user's issue

USP - suggestion!