Matching Pairs Verbiage to AssistOnline version Customer Support Training by Amanda Head 1 On your face, in your voice, and in your tone 2 Understanding 3 Impact is so great that it is shared 3x more than another 4 Educate on the why 5 Let me try to assist you with that 6 I would feel frustrated too 7 I certainly can take care of that for you 8 Be confident, open minded, and respectful 9 Reduces friction for you and the customer 10 Listen for key phrases Good customer service Bad customer service Empathy action Step in saying no process Empathy Acknowledge statement Keep a smile in 3 places Genuine traits Trigger a negative experience I can statement