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Offer assistence
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"How can I help you"
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Probing Questions
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To confirm or research information
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Powerful words
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Help us to connect with the customer
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Further assietnce
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Ask them if they have other request
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Acknowledge
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Empathy+ Affirmation+ Situation
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Closing
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Promote yourself and mention PNC
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Greeting
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Ask ACC or SSN #
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