Laura - week 1 by https://padlet.com/astramentore/jj30fkdbpzj2k1gm Elements to improve en-us 2023-10-16 12:16:17 UTC 2025-04-24 07:16:29 UTC hello@padlet.com Week 1 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693020 Chat/Call Structure elements

+ Roadmap and Suggesting (general)]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693020 Week 2 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693022 Advanced Suggesting Approaches
Familiarization]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693022 Week 3 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693024 Soft Skills: ways to show empathy
Suggest and Implement]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693024 --------------------------------------------------------- astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693025 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693025 Week 5 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693027 CC approach recap, check results]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693027 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693028 Chat Saved Replies doc
Chat Structure in Bank of Chats
Call/Chat flow]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693028 Chat/Call elements to discuss astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693029 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693029 Opener astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693030 Let's change it a bit to show our willingness to help or thank a user for getting in touch]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693030 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693032 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693032 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693034 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? ]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693034 Issue investigation/solution astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693037 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693037 Issue Acknowledgment astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693038 Restate the issue back, ask additional questions to understand the issue and have enough info to check it]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693038 Assign chat/call to a product astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693040 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693040 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693049 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693049 Offline Escalation astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693053 Send #chat-esc SR to a user on an escalation case]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693053 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693059 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693059 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693062 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693062 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693063 Thanks for clarifying the issue with editing your website. I'll just take ...]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693063 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693064 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693064 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693066 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?]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693066 Your Strengths: astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693079
  • 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
    • ]]>     2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693079     Week 4 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693084 Suggestions, Implementation, Familiarization practice]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693084 Chat/call transfer astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693088 Let's set clear expectations about the transfer]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693088 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693091 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693091 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693092 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693092 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693093 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693093 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693096 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]]> 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693096 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693097 2023-10-16 12:16:17 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748693097 Week 6 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748698791 Summarize cooperation, practice on calls/chats]]> 2023-10-16 12:20:18 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748698791 We can work on: astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748702071
  • 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
    • ]]>     2023-10-16 12:22:24 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748702071     astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748742618 2023-10-16 12:47:04 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748742618 astramentore https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748743842 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.]]>     2023-10-16 12:47:46 UTC https://padlet.com/astramentore/jj30fkdbpzj2k1gm/wish/2748743842