- What made it so great? We will be reflecting on that throughout the training

- What made it so great? We will be reflecting on that throughout the training

- General road map of the training. It is OK to break off into a more open discussion for this training.

- Be Avaiable
- Listening and the 3 A's
- Identify your strengths
- IDKLFO
- Positioning
- Wow moments

- Short and sweet

Benefits:
- Don’t go down the wrong rabbit hole
- Tailor the interaction to how they are most likely to retain what you’ve showed them
- You’re ultimately just doing exactly what they’ve asked for.

- This is 80% of our job @HubSpot
- Learning to actively listen will be the key to victory on the battlefield that is support

-Acknowledge that their concerns are valid.
-Align with the customer. Empathize without agreeing to any perceived fault in the product or our service.
-Assure the customer that you will do everything in your power to solve their problem if possible.

- Have the group write down one personable skill they're good at, we will reflect on how those will benefit in the next slide.

- Use your superpower to play to your strengths on the phone. This creates a personable experience for the customer and prevents it from being cookie cutter.
- Stop yourself from delivering a sub-par or negative experience.

- Use your superpower to play to your strengths on the phone. This creates a personable experience for the customer and prevents it from being cookie cutter.
- Stop yourself from delivering a sub-par or negative experience.

- Have the group write down one personable skill they're good at, we will reflect on how those will benefit in the next slide.

- Ask Permission
- Make sure you go into the interaction with positive intent
- BE SPECIFIC

- The quintessential phrase to make sure your customers know you will be with them throughout thei interaction, even if you have no idea how to fix their problem.
- Give an example

- Stop words limit conversation, they also can have a negative connotation along with them.
- Always ask for what their end goal is. The product may not work how the expect it to but there maybe a solution for them.
- Never set time expectations of responding via call/email with soon, in a bit, etc. Those words are perceived differently by everyone. Poll the room.