Agent Critical Reminder
Select a situation to view specific guidance.
Probing Questions & Matching Steps
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🚨 Empathy Model, De-Escalation & Call Control
The 3-Sentence Reset
[Empathy + Reassurance + Action]
Use this when a caller interrupts or vents:
"I understand why you're upset. I'm here to help you through this. Let me start by reviewing your account."
Abuse & Profanity Boundary
Boundary Setting
Empathy ≠abuse. Do not match energy. Set boundaries respectfully:
"I want to help resolve this, but I need us to keep the conversation respectful."
Core Empathy Model
Never Skip Emotion
1. Name Emotion: "I hear how frustrating this is..."
2. Validate Impact: "Especially when you rely on your phone for work."
3. Take Ownership: "Let's work together to resolve this issue."
Customer Mindsets
Prepaid (Urgency & Immediate Loss):
"I hear the urgency, and I'm here to help right now."
Postpaid (Fairness & Trust):
"I get why this feels unfair. I'll explain what happened and what options we have."
Language Matrix (DOs vs. DON'Ts)
âś“ DO SAY (Acknowledge, Own, Advocate)
- "I understand how this feels"
- "I can see why you're upset"
- "I hear how frustrating this is..."
- "Let's work together to resolve this issue."
âś• DON'T SAY (Never Admit Fault / Never Build Policy Walls)
- "We messed up" Admits legal fault
- "You're right, that's unfair" Validates bad policy
- "There's nothing I can do" Dead end
- "That's just our policy" Cold barrier
🎯 Confirm The Root Cause (Live Script Builder)
Fill in the 3 details as the customer speaks. The mandatory confirmation recap formats automatically:
"Just to make sure I understand, the original issue is ___, it started after ___, and what you need us to resolve today is ___. Is that correct?"