Rapport - Build a connection while your are having a conversation or interaction with a person. , Promoter - A person who is tentative to recommend our company convinced by the good service he/she received. , Detractor - Person who does not feel really happy with the service they received. They are most likely to provide a bad score on surveys., Empathy - The ability to understand and share the feelings of another. , Active listening - Is being focus and paying attention of what the customers say so we can help them properly. , Mirroring your customer - Adjust the pace, tone and way to communicate with a customer to make them feel comfortable. , The 5 second rule - based on the idea that the impulse to take action on a goal or decision can fade within seconds if not acted upon. Our brains are wired to resist change and cling to the familiar., Paraphrasing - Rephrasing a specific idea with different words or explanations., Hakuna Matata - no worries or no troubles, "Onions have layers,_________ have layers"" - Ogres , "Put that thing back where it came from or..." - So help me, Confidence - Taking ownership and react based on this. ,

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