2. ACKNOWLEDGE YOUR CUSTOMER When your customer speaks, use words like "yes", "oh", "OK", "I see" and "go on", periodically, to let him know that you are listening.
3. E M P A T H Y Putting yourself in someone else’s shoes
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21. Power Words Absolutely! Great! Wonderful! That’s good to hear! Empathy Statements I’m sorry to hear that… I’m sorry you feel that way… I understand how frustrating this is... I see where you’re coming from… I apologize for the inconvenience… Listener Feedback I see. Alright. Ok. I understand. Your TONE is very important. BE SINCERE… MEAN WHAT YOU SAY… SMILE…