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