Questions and Answers
What did the Vallet employee do to create calm in the situation?
He explained what he knew about the accident
What did the Vallet employee advise the couple to do next?
Submit a police report and notify their insurance company
How did the three steps mentioned in the text help the person in their big meeting?
They ensured the person's credibility and confidence
What is the purpose of reframing the conversation?
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What are the three steps of the reframing strategy?
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Why is it important to answer all customer's questions before they have a chance to ask?
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Study Notes
De-escalation Techniques
- To create calm in the situation, the Vallet employee listened attentively to the couple's concerns and acknowledged their frustration.
- The employee advised the couple to take a break and revisit the situation when they were calmer, which helped to de-escalate the tension.
Reframing Strategy
- Reframing the conversation involves turning a negative encounter into a positive one by shifting the focus from the problem to a solution.
- The three steps of the reframing strategy are: acknowledge, apologize, and act.
Preparation for Customer Interactions
- It is essential to answer all customers' potential questions before they have a chance to ask, as this helps to build trust and demonstrates a proactive approach to customer service.
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