Lesson No. 2
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Establishing Assertive Style:
Assertive :
1. Don't sound too nervous
2. Not unsure of answers
3. Go hand in hand with confidence
Note: Use right words
Don'ts - I think, I might, May be, But
Don't use subservant languages such as:
- Sir, Ma'am, Po, Opo,
*Confident Building Words: I know, I am sure
*Use Casual Language
- Be casual when empathizing and paraphrasing.
---> Empathize - Identify customer's feeling about
---> Paraphrase - Summarize important details not repeating words per words
---> Refrain from using call center cliche
---> Redirect casually
---> Vary your responses
*Optimize Voice:
---> Use confident voice
---> Modulate voice
---> Vary your pitch
---> Maintain proper pacing (Don't talk too fast)
*Confident Tone - Matches what you say
*Modulate Tone - Not too high or low pitch
Note:
1. Use the right words
2. Optimizing our voice
*Credibility as customer service representative with assertive manner
*Proactive - doing the initiative or being assertive
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