Mastering Empathetic Communication
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Questions and Answers

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?

    <p>Transfer a professional handshake to a hug</p> Signup and view all the answers

    What does Travelzoo want to achieve with their members?

    <p>A friendly experience</p> Signup and view all the answers

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

    <p>Provide empathy</p> Signup and view all the answers

    What does Travelzoo want to do with refund options?

    <p>Review them together</p> Signup and view all the answers

    How does Travelzoo want to convey appreciation and enthusiasm?

    <p>By adding appreciation and enthusiasm to their closings</p> Signup and view all the answers

    Which strategy is mentioned for acknowledging member's needs?

    <p>The 'Yes, And' approach</p> Signup and view all the answers

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

    <p>To emphasize the empathy statement</p> Signup and view all the answers

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

    <p>To allow the member to feel heard</p> Signup and view all the answers

    What happens when people feel heard or listened to?

    <p>They respond positively</p> Signup and view all the answers

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

    <p>To acknowledge the member's thoughts and redirect the conversation</p> Signup and view all the answers

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

    <p>An understanding of the member's complaint</p> Signup and view all the answers

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

    <p>To leave a positive impression on the member</p> Signup and view all the answers

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