Clear Counter Communications, Part 3
In the 3rd session, we will discuss Techniques and Mindsets when using Scripts. Timestamps:
- Full System Isolate / Initial Concern Script Review; Isolation vs Maintenance (1:17-22:29)
- Discussion of analogies to help customers understand recommended repairs (22:29-46:43)
- Payoff Voice Enhancements (46:43-50:44)
- Voice Enhancements to Avoid (50:44-52:16)
- Payoff Gestures for Enhancement (52:16-53:19)
- Role Playing Voice Enhancements (54:20-59:51)
- ECM (59:51-1:13:30)
- Types of Callbacks / Email followups discussion (1:13:30-1:25:57)
- Script Writing and Sharing: Callbacks (1:25:57-1:49:03)
