Guideline 2
4
The agent’s tone should sound natural and personable, matching the customer’s tone when appropriate. Avoid scripted or robotic phrasing.
Agents must verify customer identity before sharing any account or personal information.
The agent should acknowledge customer emotions and respond with understanding and respect. Empathetic responses help defuse tension and build rapport.
The agent should demonstrate attentiveness by acknowledging details shared by the customer and avoiding repeated questions.