Mastering Empathetic Communication

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Which approach does Travelzoo want to take with their members?

An empathic approach

A friendly approach (correct)

An enthusiastic approach

A professional approach

What does Travelzoo encourage their advisors to do at the end of a call?

Provide empathy

Say thank you (correct)

Express appreciation

Transfer a professional handshake to a hug

How can Travelzoo surprise and delight their members?

By adding appreciation and enthusiasm to their closings (correct)

By providing refunds

By reviewing refund options together

By acknowledging issues

What can Travelzoo do to convey a friendly travel advisor approach?

Transfer a professional handshake to a hug Signup and view all the answers

What does Travelzoo want to achieve with their members?

A friendly experience Signup and view all the answers

What can Travelzoo do to address a member's bad experience?

Provide empathy Signup and view all the answers

What does Travelzoo want to do with refund options?

Review them together Signup and view all the answers

How does Travelzoo want to convey appreciation and enthusiasm?

By adding appreciation and enthusiasm to their closings Signup and view all the answers

Which strategy is mentioned for acknowledging member's needs?

The 'Yes, And' approach Signup and view all the answers

What is the purpose of using tone and pace when delivering an empathy statement over the phone?

To emphasize the empathy statement Signup and view all the answers

Why is it important to pause after delivering an empathy statement?

To allow the member to feel heard Signup and view all the answers

What happens when people feel heard or listened to?

They respond positively Signup and view all the answers

What is the purpose of the 'Yes, And' statement?

To acknowledge the member's thoughts and redirect the conversation Signup and view all the answers

What might a good 'Yes, And' statement include?

An understanding of the member's complaint Signup and view all the answers

What is the purpose of adding enthusiasm and appreciation to the close of the call?

To leave a positive impression on the member Signup and view all the answers

Mastering Empathetic Communication

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Questions and Answers

Which approach does Travelzoo want to take with their members?

What does Travelzoo encourage their advisors to do at the end of a call?

How can Travelzoo surprise and delight their members?

What can Travelzoo do to convey a friendly travel advisor approach?

What does Travelzoo want to achieve with their members?

What can Travelzoo do to address a member's bad experience?

What does Travelzoo want to do with refund options?

How does Travelzoo want to convey appreciation and enthusiasm?

Which strategy is mentioned for acknowledging member's needs?

What is the purpose of using tone and pace when delivering an empathy statement over the phone?

Why is it important to pause after delivering an empathy statement?

What happens when people feel heard or listened to?

What is the purpose of the 'Yes, And' statement?

What might a good 'Yes, And' statement include?

What is the purpose of adding enthusiasm and appreciation to the close of the call?

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