Empathy Strengths And Weaknesses

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Strengths: Grady greets the client politely. He does a good job digging deeper to inquire where/ when she received the offer. Inches: Maintaining control-(4:52-5:12) During this time, there was dead air and the client was uncertain what was going on while on the call. We should keep the client engaged in the call by properly foreshadowing what's going on in the background or use resources such as a hold to avoid the dead air. You can properly foreshadow by narrating the actions you're taking in the background or digging deep to gather more info from the client about the issue. Empathy-(3:42-4:05) At this time, the client shows frustration while discussing the eligibility of redeeming this promo. We must remember to empathize with the

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