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Clear Counter Communications, Part 3

Clear Counter Communications, Part 3

In the 3rd session, we will discuss Techniques and Mindsets when using Scripts. Timestamps:

  1.  Full System Isolate / Initial Concern Script Review; Isolation vs Maintenance (1:17-22:29)
  2. Discussion of analogies to help customers understand recommended repairs (22:29-46:43)
  3. Payoff Voice Enhancements (46:43-50:44)
  4. Voice Enhancements to Avoid (50:44-52:16)
  5. Payoff Gestures for Enhancement (52:16-53:19)
  6. Role Playing Voice Enhancements (54:20-59:51)
  7. ECM (59:51-1:13:30)
  8. Types of Callbacks / Email followups discussion (1:13:30-1:25:57)
  9. Script Writing and Sharing: Callbacks (1:25:57-1:49:03)
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