Listen, Empathize, Apologize, Fix it- LEAF (2009)

You recently attended training with a focus on preventing escalated calls. During that training we asked you to think of phrases that you could say to a caller to show them how you Listen, Empathize, Apologize, and Fix their problems.

Please share those phrases with us. If you think of a phrase at a later time, come back and share it with us. You can submit your responses as often as you like.

We will collect everyone's "LEAF" and share them with the call center.