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