Connect Stage
Connect Stage
The "Connecting" stage of a call is typically the stage where you establish a deeper connection with the customer and build rapport. During this stage, the primary goal is to establish trust and a positive relationship with the customer, which can help to create a more positive overall experience.Â
Greeting
A greeting is the first interaction you have with a customer or caller, and it sets the tone for the entire interaction.
To ensure you are getting credit for the greeting, NRTC is looking for you to say the following within the first 30 seconds of the call.
Thank you
This is
My name
Your name
Calling
Help you
Courtesy
Courtesy refers to being polite, respectful, and considerate in your interactions with others.
To ensure you are getting credit for being courtesy, NRTC is looking for you to say the following during the call.
Bear with me
Sir
Mr
Ms
Mrs
If you could
Ma'am
My pleasure
You're good
Thank you ~s>60
Please ~s>60
You're welcome ~s>60
You are welcome ~s>60
One sec
Pardon
Appreciate
Just a moment
Just a sec
Just a second
Excuse me
Be careful
That's fine
That's ok
You're alright
That's alright
That's perfectly
Forgive me
Good luck
One moment
I can
That's what we're here for
Whenever you're ready
One second
Give me a few
Positivity
Positivity refers to having a positive attitude, outlook, and mindset.
To ensure you are getting credit for being positivity, NRTC is looking for you to say the following during the call.
Absolutely
Awesome
Certainly
Definitely
Lovely
Not a problem
Of course
Outstanding
Great
Excellent
Exactly
That's good
Brilliant
Glad
Fantastic
Fabulous
Perfect
Wonderful
Completely
Quickly
Marvelous
Enjoy
Splendid
Essential
Generous
Recommend
Friendly
Impressive
Interesting
Exciting
Terrific
Personally
Ideal
optimistic
patience
patient
beneficial
helpful
Phenomenal
Secure
Successful
Kind
Trust
Resolved
That's nice to hear
Reliable
Dependable
Hopefully
Accurate
We will take care ~m>5
Hope you do
Ready for you
Have good day ~m>4
Have great night ~m>4
Have great day ~m>4
Have good afternoon ~m>4
Have good night ~m>4
Have great afternoon ~m>4
Have great morning ~m>4
Have good morning ~m>4
Have good evening ~m>4
Have great evening ~m>4
Have good rest day ~m>4
Have great rest day ~m>4
Able assist you ~m>4
Motivated
Honest
Affordable
That's a good
Happily
Tone
Tone refers to overall mood or attitude conveyed by the language using in communication.
To ensure you are getting credit for your tone, NRTC is looking for you to say the following during the call.
Sounds good
If you would like
If you'd like
How can I help
How are you
Good morning
More than happy
Assist you
Happy to
Gladly
Can you
Could you
Would you
How's your day
Goodnight
Good day
Stay safe
Enjoy your weekend
Enjoy your night
Take your time
How's your morning
How's your evening
Take care
Have a great
Let me ask
I'll let you know ~m>2
Empathy
Empathy refers to the ability to understand and share the feelings of others.
To ensure you are getting credit for showing empathy, NRTC is looking for you to say the following during the call.
I know what you're saying
Sorry to hear
You're right
I apologize ~4
Sorry about that
Inconvenience
Hate to hear
I'm sorry
Don't worry
I sympathize ~m>4
My condolences ~m>3
Congratulations
I empathize ~m>4
I understand ~m>4
I hear you saying ~m>4
I like help ~m>5
That makes sense
It happens
Sure thing
Are you ok
Take a look
Let me go ahead
Find out for you
Frustrate me too
I see ~m>2
I can hear that
I agree ~m>2
To confirm
I feel the same ~m>3
I'm so sorry
To reiterate
Look into that for you
Good to hear
Good to know
What I'm hearing
What I heard
You're not a problem
Ownership
Ownership refers to taking responsibility for your actions, decisions, and outcomes.
To ensure you are getting credit for owning the outcome, NRTC is looking for you to say the following during the call.
I can help you out
Everything squared away
I will explain
I'm seeing issue ~m>3
What I'm able
I'm looking at the ticket
Before I can do
Before I can give
Did everything can ~m>4
Did everything could ~m>4