Precious - Session 1 by

Strengths

astramentore — 2024-04-01 10:50:59 UTC

Proper greeting:

astramentore — 2024-04-01 10:52:45 UTC

Step-by-step guidance

astramentore — 2024-04-01 10:54:48 UTC

Areas for improvement

astramentore — 2024-04-01 10:55:23 UTC

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

astramentore — 2024-04-01 10:57:09 UTC

User's name is MARLA, not MARIA

Check the info in the chatbot and acknowledge the issue

astramentore — 2024-04-01 10:58:40 UTC

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

astramentore — 2024-04-01 11:08:06 UTC

astramentore — 2024-04-01 11:10:23 UTC

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

astramentore — 2024-04-01 11:13:42 UTC

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.

empathy

astramentore — 2024-04-01 11:18:52 UTC

astramentore — 2024-04-01 11:42:22 UTC

Make sure to address all user's questions

astramentore — 2024-04-01 11:46:02 UTC

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"

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

astramentore — 2024-04-01 11:47:51 UTC

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

astramentore — 2024-04-01 11:49:39 UTC

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

astramentore — 2024-04-01 11:57:07 UTC

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

astramentore — 2024-04-01 12:00:32 UTC

astramentore — 2024-04-01 12:05:10 UTC

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

Encourage to implement

astramentore — 2024-04-01 12:06:10 UTC

astramentore — 2024-04-01 12:07:24 UTC

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!

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

astramentore — 2024-04-01 12:08:22 UTC

On a call:

astramentore — 2024-04-01 12:35:36 UTC

Positive tone throughout the call which is really important

On a call:

astramentore — 2024-04-01 12:35:47 UTC

Active listening is on

astramentore — 2024-04-01 12:42:01 UTC

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.

On a call:

astramentore — 2024-04-01 12:42:46 UTC

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

astramentore — 2024-04-01 12:47:15 UTC

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

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

astramentore — 2024-04-01 12:48:03 UTC

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

astramentore — 2024-04-01 12:49:46 UTC

Suggestions: ways to move to them, present, implement

astramentore — 2024-04-01 12:50:07 UTC

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

astramentore — 2024-04-01 12:52:23 UTC

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

astramentore — 2024-04-01 12:53:03 UTC

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

astramentore — 2024-04-01 12:54:28 UTC

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

astramentore — 2024-04-01 12:57:02 UTC