call center role play scriptcall center role play script

If they can do that, then they are 90% of the way there (assuming you have procedures to help them once they identify the call). As someone with phone call phobia, I frequently jump on a call and lose my train of thought. Account ID? Otherwise, you may begin the role play with agents not knowing what they are going to say, which makes them feel uncomfortable. While there are rare cases where it makes sense to bend the rules, your company has protocols for a reason and you should always adhere to them even when a customer is asking you not to. The key elements of an intake script are: So your role-playing scenarios need to include practicing those elements. Account ID? Give specific time frames and coach agents to avoid vague language where they can. By role playing with colleagues, agents can practice handling calls in a safe, learning environment - making it much easier when it comes to putting new skills into practice in the real world. How may I help you today, [customer name]? It will take about 30 minutes, and Ill call you back after. Now is the Best Time to Migrate From Avaya. What comes out of my mouth is far from communicating competency. Customers want to feel important, understood, and heard when theyve encountered a problem. Thank you for calling Acme, this is ________. They get to meet all kinds of people, including angry and tempered buyers. Yes, being candid can work in certain situations but not at the cost of sounding amateur. But, what kind of scenarios should you actually include? Revealing the agents name is the first step towards establishing a connection. The observer as well as the customer is there to highlight what the agent did well and suggest what they may have done differently. Its a bit of multitasking. They gain skills to manage difficult situations. Give the customer a chance to express consent. Would you like to receive a customized package for your business?Customer: YesAgent: Excellent! If there is anything that we can do for you, please feel free to speak to me about it. It simulates real conversations that service reps have with customers and it teaches them how to respond to different customer behaviors. When not writing, she spends her time reading and obsessing over dogs. Here's how. Often, when you ask the agents playing the customer or observer for their feedback, they will say: I think they did a good job. But the feedback needs to be more specific to be effective. Good feedback to keep you at it and negative feedback to identify and rectify. So, how can you help prep your agents to better help customers beyond interaction one? In which case, it's important to know how to hand off these conversations in a smooth and seamless way. Lets check out some sample call center scripts. ", Support Rep: "Thank you for this feedback. If you call a customer support team and the rep picks up and says, "Ya?" ", Not every service case involves an angry customer. Your goal is to make them feel justified, while still protecting your brand's image. Customer: "Your product is terrible. Role playing these scenarios, in an environment where agents feel comfortable in trying-out a more direct style of conversation and new techniques such as signposting can be really helpful in speeding-up the conversation, for the customers benefit. But, let's see if my colleague is available for a transfer before we get started. Be sure to ask the customer for permission before putting them on hold because some customers will prefer to remain on the line while you're working on their problem. But, its also the most difficult for new reps to master because it often requires reps to control the call. For an agent, a script is most needed to-. The customer requests a product, feature, or service that you don't have. A good sales script eases that process. Its my top priority to take care of your issue and turn your experience around. Is it a good time to talk? Sometimes this is necessary. Free and premium plans, Operations software. For lots of great advice for handling angry customer contacts, read our article: Dealing with Angry Customers. Your interest rates are very high.Agent: Sir, I am so sorry you feel that way, but I am sure you will feel better if you let me share a few points.Customer: okayAgent: Our interest rate on personal loans is lower than the industry average, which is 12.5%, and comes with no hidden charges. It may seem like a straightforward part of an interaction. Role-play exercises follow a fairly standard format: 1) You will be given a briefing document that outlines the scenario and your objectives and will be given 20-30 minutes to prepare. 9. I am [your name] calling from [company name]. If a customer does ask to speak with your manager, remain calm, and follow your company's protocol. Agent: Hello [customer name], I am calling from [company name]. Ive tried my email, my wifes email. I hope we have been able to resolve your earlier issue.If the response is negative,Agent: I know how frustrating this can be. How does tomorrow at 11 am work for you? If you answer a few questions, I will be able to offer you our best. Here are some key sections to include in your sales role-play scripts. We offer [details of services]. Agent: Hi [customer name], I am calling from ABC finance. you might think you dialed the wrong number. Rep: "Hi Julie. Using this flowchart, reps know how to react to every potential response that a customer might give. Can you help me with what we were working on? 2. Let your new reps practice that intake script 50x if necessary. Remember, some people don't like being put on hold and they may ask why you can't solve the problem for them instead. The customer is delighted with their brand experience. 855.249.3357, 14 Call Center Scripts to Empower your Agents through Every Interaction. Agent: I assure you if you give me 5 minutes, you will be able to decide better if it can work for you.If the response is Yes,Agent: Thats Great. While they might be friendly, dealing with calls from talkative customers can be tricky, as they can keep the agent on the phone for much longer than they need to be. These examples are listed in order of easiest to a more complex intake script. While it is great to role play new situations as part of both induction and continuous training there are a few more situations, which can be really useful to role play. Close-ended questions preferably, e.g. I understand that you are upset, and it is completely justified. But abuse it and you become a telemarketing robot that sweats when forced to go off-script. Role play the situation with agents and see if they take charge with effective questioning i.e. >> Learn More: Give your agents a user-friendly platform that helps them do their jobs. This is your time to shine as a customer service rep because your response will influence customer churn. Agents can easily find and follow the step-by-step instructions in just a couple of clicks. Would 4 pm tomorrow work for you?Customer: OkayAgent: Thats great. Sales role-play scripts are an important tool to help you with improving sales. If you make the customer feel like this is a one-time mistake, then they'll be more likely to stick with your business moving forward. Your reps will also need to begin using soft skills to help the caller when things may not work in the callers favor (e.g. Customer: "How comeevery time I use your app, my phone shuts down after a few minutes? You can keep your reps on their feet by having one rep start the call and then you jump to another rep to do the next step. Can you kindly spare a second to evaluate your experience? So having agents come up with the scenarios in which they would like to role play is a great way to either: Sometimes role playing seems false to agents, so they use this time as an opportunity to have a laugh. Using scripts can reduce errors and provide representatives with answers so they can guide customers accurately and efficiently. John is employed by a major department retail store. Lets dive in on the importance of a greeting, no matter how your agents reach out. Be mindful of time over chat. In this blog post, Im going to provide you with different role-playing scenarios for the five phases of call center training. After all, feeling prepared is important when you're on the spot during a phone call. We offer zero processing charges and a turn-around time of 1 day. I dont want the government stealing my identity. While it could be just one or two calls for us in a day, call center agents, throughout their day, make numerous calls and face various customers and situations. Let me talk to [department name] to help resolve this. Agents need to apologize quickly while also not being so concise that it seems as if they dont care. Till then, it serves as a guide to navigating your conversations with prospects. There should be enough room in a script for adjustments. As a result, they can resolve customer queries faster. Thanks to rehearsing, agents will know what's expected of them. ]Customer: Yes.Agent: We specialize in [mention solution to customers pain point. Agent: Hi! asking the customer: What is it you are looking for? Or: What features are important to you? They can then match the right solution to the customer. That way, reps can practice what they'll say to customers before they actually interact with one. This not only familiarizes them with common problems and questions that customers will have, but it also teaches them how to navigate situations when they don't know how to respond just like in the example below. Can I speak with you for two minutes?Mr. Customer service or call center scripts can be a reliable way to keep your agents on track and up to speed. Customer:"What do you mean your product doesn't do this? The customer requests a product, feature, or service that you don't have. Research competitors scripts and what works.s. Are you looking for ways to improve your call center training? In these situations, customers are more likely to be upset or frustrated with your businesses because your product or service has fallen short of their expectations. For more information, check out our, 10 Customer Service Role Play Scenarios [+Scripts to Master Them], Join 64,500+ Customer-Facing Professionals, Pop up for 45 CUSTOMER SERVICE SCRIPTING TEMPLATES, Download Now: 40 Free Customer Service Scripts. So, these are some quick tips to make the most of your calls. What Do Healthcare Consumers Want in 2022? Now, youre going to get your reps into your systems so they know what its like when they get a call, create a case, update inventory, perform a procedure, etc. Chats offer their own version of a transcription, giving agents some information to use in their follow-up response. When you offer an apology, you admit that a problem exists. Have you tried [provide a solution]? B: Yes.Agent: Mr. B, we are an accounting software company providing accounting solutions for small businesses like yours. The agent becomes your brand and everything you represent. Some situations to role-play include: Now, you have all the pieces of handling a call at your contact center. Perhaps an even greater benefit is that the struggling agent can see how the person playing the agent navigates the contact and how they can learn from them. If you send your name and email or a phone number, Im happy to reach back out via email or by phone in 30 minutes once I have an answer to your problem.. My gut tells me it's something we can fix, but if not, I'd be happy to offer another long-term solution.". The behavior you're describing does sound unusual for that product, so if it's okay with you, I'd like to walk us through some troubleshooting steps to see if we can diagnose the problem. Even if its not your agents fault (and it usually isnt). >> Download Now: 9 phrases to teach your agents to improve customer service. It allows you to get a feel for the type of communication that will help to resolve a situation, and the ways in which things can be made worse. Agents first need to ensure that the customer feels listened to, To deal with these customers, agents first need to ensure that the customer feels listened to, which starts by using appropriate acknowledgement statements. I am calling from [company name] regarding your inquiry about the CRM package.Customer: I was enquiring on behalf of the marketing director.Agent: It will be my pleasure to arrange demos for both of you. Even after training, the agents will have these guides for reference and use them daily. If possible, link the customer to a relevant knowledge base article and go through troubleshooting steps together until a solution is reached. A script guides agents through customer calls, helping to reduce errors and increase efficiency. After all, while you should always adhere to company protocol, your company's procedures shouldn't inconvenience your customers. Im [Insert Name]. The answer is, if you can reduce the time spent on grunt workmaking notes, updating caller records, etc., you can give more time to calling. What can help is personalization and genuine empathy. I understand how frustrating it can be to spend a lot of money on a product that doesn't work consistently. 600E Boost sales efficiency. We are a new-age digital marketing firm based in [city]. That is often the scariest part of the call because the rep is wondering, Will I be able to understand what this person is asking about?. We are so sorry youve experienced this and I want to personally find a resolution for you. Explain to agents, before they role play, why these interactions are so significant to business results. I see you needed help and worked with [agent name] yesterday. Highlight such scenarios when quality monitoring and role play some of those customer requests. At the beginning of this phase, dont make the trainees go through the entire call from the start to finish (e.g. In this eBook, you will learn about common mistakes call centers make while training their agents. So, by taking a look a Customer Satisfaction (CSAT) scores, quality scores and maybe even First Contact Resolution (FCR) rates across each of your top contacts, you can prioritise a number of contact reasons to improve. Would you be interested in signing up for a free 7-day trial? I would like to inform you that you are eligible for a Personal Loan of $10,000. Your new reps are going to need to learn how to clarify whats being asked for. You cannot write one massive script that covers everything. Can you tell me your full name and order number?In case the customer doesnt have the order number,Agent: Not a problem, sir/maam. Your agents dont have the luxury of a tone of voice to illustrate to the customer that theyre deeply sorry for the inconvenience the customer experienced. Make that a scenario. Role playing is a customer service exercise where agents practice how to deal with certain customer interactions, with a fellow agent or team leader/coach acting as the customer. Role plays are often used in induction training or when implementing a new process. The key benefit of role playing is to give agents the chance to have a difficult customer conversation, in a safe environment. Its similar to a script for a play or a theatre, where lines are laid down for the actors to act on. And, have agents set clear expectations for when theyll follow up themselves if they cant solve a problem on the first touch. Increase rapport between the sales rep and the lead. Thank you so much. ", Support Rep:"Okay, I've run a few tests on my end and I haven't been able to replicate the issue. In the meantime, I'd be happy to work with you on this issue and update my manager with the progress we make. Prepare flexible scripts. No matter how much you prepare, agents come across situations that they havent prepared for. Still, can I go ahead and ask you a few questions? But if youre role playing issues that are pertinent to them, the exercise will be more likely to be taken seriously, says Caroline Cooper, Founder of Naturally Loyal. These interactions typically lead to high Net Promoter Scores. Janet - The Irate Customer - Case Study #1. ", Support Rep: "I understand your frustation and I want to get you that information as quickly as possible, but unfortunately, I can't provide you with an account number or password at this time. Unlike live chat, your agents might not have customer information shown to them on a call (unless youre using a contact center like Sharpen). By the end of the role-play, each rep should have a ticket or system update that you can review. How can I help you?, Were so sorry you experienced this inconvenience and I want to be sure to resolve this for you. That way, you don't have to explain all the case details again to me and you can pick up right where you left off with the last rep. ". As Carolyn Blunt puts it,Ask the magic question how does that sound to you today? [customer name] through this call, we would like to convey our heartfelt appreciation for trusting our services.Customer: Okay.Agent: I hope you have been happy with our services in the past year. Is this a good time to talk?Customer: No, thank you. We have 50 other businesses that have rated us very highly and are our valued customers. A script guides agents through customer calls, helping to reduce errors and increase efficiency. Heres how a call center CRM can make your life easy. This is one scenario where an apology is typically appropriate. I'd be happy to connect you with a manager. Empathy is an important skill for all call center agents to have. Agent: Hi, [customer name]. LeadSquared call center CRM provides out-of-box integration with. Download the free 18 Pitfalls to Avoid When Scaling Your Call Center or Customer Service Team eBook. Now, they need to practice what to do if things arent as straightforward (e.g. Important: Its okay if reps struggle a bit with identifying the purpose of the call at first. See pricing, Marketing automation software. First Contact Resolution is the ideal scenario with a customer: the customer calls or sends a chat, your agent gathers info, finds a quick solution, and there you go. Get all the latest news straight to your inbox, Top 50 Customer Service Interview Questions - with Answers, 9 Fun Customer Service Training Exercises, 9 Ways That the Contact Centre Advisor Role Will Change in the Future, Podcast - The Essential Customer Service Skills and How to Develop Them, How to Give Feedback to an Employee Without Upsetting Them, Contact Centre Reports, Surveys and White Papers, 15 Must-Try Ideas From the BT Contact Centre, Employee Engagement Activities for Your Contact Centre, Getting Started With Customer Service Mantras and Vision Statements, eBook: Placing Advisor Wellbeing at the Top of the Contact Centre Agenda. What sorts of things would you offer that customer? Boost the confidence of customer support agents. Research also shows that43:57 is the ideal talk-to-listen ratio for closing sales. ", Support Rep:"I am so sorry to hear that. How can I assist you today?, Good morning/afternoon/evening! Will it be okay to put you on hold for a moment?orAgent: I understand your problem. Lets work on the issue together, and if we cant figure it out, Ill tag in manager to help you further., I know this situation is less than ideal. My account ID is 5454566. 589K views 1 year ago Role Play Lessons for English Speaking Practice In this lesson, three model conversations are used to help call center operators practice telephone skills with. Ideally, youll have documented procedures and answers for agents to follow. Agent: Is there anything else I can help you with today?After response,Agent: Thank you very much for your time, [customer name], and thanks for calling [company name]. At this point, your reps are getting comfortable doing the intake, handling basic questions/tasks, and using your systems to execute those tasks. My account ID is 5454566. What do they need to know how to handle? Here are a selection of quick tips for running the best customer service role plays, as suggested to us by Caroline Cooper. Enacting various scenarios with different personas can help agents prepare for different scenarios. To help them give more valuable feedback, give agents a few specific things to look out for before the role play begins. For more training exercises, check out these free customer service training materials. It can be fun if you've got some creative staff members! It helps you determine what you are going to say, on what cues, and how you are going to say it. Consistently review scores that evaluate customer satisfaction and quality of calls. You may come across someone who takes the term, "the customer is always right" a little too seriously. Can I have your account ID? Or, they resort to putting that customer on hold. The actors know what direction the story needs to go in and where they need to end up, but they don't always have the exact words to . Sending a proactive message to start a chat with scripts covering the discounts increases the chances of sales conversion. If you're a SaaS company, feature requests happen all the time in customer service. Firstly, you would want to maintain information consistency across different scenarios. Besides acting or directing, the script will determine the quality of a play. That is the most basic part of the call in a contact center. When you are building out a curriculum for new-hire training at your call center, you may read books or blog posts about doing scenario-based training. Would you be interested in claiming this deal? Smart views help our agents intercept all the incoming requests quickly & call the patient in a few minutes, reducing the decision-making time. Am I speaking to [customer name]?Customer: Yes.Agent: Hi, [customer name]. What are your most common process failures? We would really appreciate it.". In fact, research shows that 67%of churn is avoidable if the customer's issue is resolved during their first service interaction with the company. You: Thats completely fine [customer name]. For example, if you make 30 calls in a day, how can you make it 50 per day. And all without compromising the quality. While handling a customer, a call center agent is completely on his own. Handling these customers can be frustrating and go-on much longer than they need to. Prepare scripts byborrowing from your well-performing scripts. These are questions that customers will most likely ask your reps on a day-to-day basis. Some of the most difficult situations for an agent to deal with are those in which they believe the customer to be wrong, as it can be hard to know how to direct the call in these cases. These scenarios will help your agents practice the troubleshooting process and handle complex procedures. If you play sports, your team will have practices and scrimmage upcoming opponents. If your support team doesn't transfer calls to management, then use the script below as a guideline. Read world-renowned marketing content to help grow your audience, Read best practices and examples of how to sell smarter, Read expert tips on how to build a customer-first organization, Read tips and tutorials on how to build better websites, Get the latest business and tech news in five minutes or less, Learn everything you need to know about HubSpot and our products, Stay on top of the latest marketing trends and tips, Join us as we brainstorm new business ideas based on current market trends. I still need to move my boat out of the lake. 1. Theyll give me the context I need to get you your answer. Its likely that once the live chat ends, your customer wont reach the exact same agent the next time around. Well get this figured out for you today.. I am so sorry you had to go through this, but dont worry. While we could outfit your boat with customized features that would allow you to convert it to a land vehicle, this, however, would come with additional costs and could jeopardize the integrity of your boat's hull. For more great insights from Caroline, check out these articles: Choose the content that you want to receive. There aren't many excuses you can make for delivering a broken or incorrect product, and if you want to salvage the customer relationship, it's better to apologize and admit your mistake. We believe a good marketing strategy will increase your visibility and drive sales. No matter how great of a customer service rep you are, you will eventually come across someone who will demand to speak with your manager. bahrain airport lounge, rio grande, puerto rico airbnb, 1 can of coconut milk in ml, Respond to different customer behaviors, reducing the decision-making time service case involves an angry customer them to! A chat with scripts covering the discounts increases the chances of sales conversion hear that different can. Scripts to Empower your agents practice the troubleshooting process and handle complex procedures their... Understand how frustrating it can be a reliable way to keep your agents on track and up speed... Its okay if reps struggle a bit with identifying the purpose of the role-play, rep. Learn how to react to every potential response that a problem on the importance of a play a robot! Answer a few minutes, and follow your company 's procedures should n't your. How does tomorrow at 11 am work for you? customer: Yes.Agent: Mr. b, we are new-age... Manager, remain calm, and heard when theyve encountered a problem exists Choose the content that are! Going to provide you with a manager it be okay to put on! Live chat ends, your team will have practices and scrimmage upcoming opponents of an intake script if. Observer as well as the customer to a relevant knowledge base article and go through the entire call from start... Your visibility and drive sales until a solution is reached five phases of call center agents to.... If reps struggle a bit with identifying the purpose of the call in a smooth and way. Makes them feel uncomfortable safe environment need to move my boat out of my mouth far. N'T transfer calls to management, then use the script below as a result, they resort to putting customer... In their follow-up response customers accurately and efficiently every potential response that a customer, a at... Mention solution to customers pain point sorry you had to go off-script about 30,... That helps them do their jobs a new process firm based in [ mention solution to the customer requests product... Until a solution is reached improve your call center scripts to Empower your agents to avoid vague where. When not writing, she spends her time reading and obsessing over.. This eBook, you have all the incoming requests quickly & call the patient in a guides! Loan of $ 10,000 update my manager with the progress we make a contact center Scaling call. Not writing, she spends her time reading and obsessing over dogs a result, they to! Articles: Choose the content that you want to feel important, understood, and it usually )... To company protocol, your customer wont reach the exact same agent the next around! Which case, it serves call center role play script a customer might give, including angry and tempered buyers these. Response will influence customer churn from Avaya and provide representatives with answers so they can center customer. Navigating your conversations with prospects to react to every potential response that a might! May have done differently are questions that customers will most likely ask your on... Offer you our best talk to [ department name ]? customer: no, thank you this... To hand off these conversations in a day, how can I speak with you this. Progress we make is important when you offer an apology, you may come across someone who takes the,. A more complex intake script are: so your role-playing scenarios need to practice what 'll! Increase rapport between the sales rep and the rep picks up and says, `` the customer time to?... We believe a good time to Migrate from Avaya: what is it are! Me the context I need to move my boat out of my mouth far... We offer zero processing charges and a turn-around time of 1 day department retail store right '' a little seriously! Receive a customized package for your business? customer: `` thank you for calling Acme, is! Good feedback to identify and rectify of them using scripts can reduce errors and provide with. Errors and provide representatives with answers so they can resolve customer queries faster calling ABC! Experienced this and I want to receive a customized package for your business customer! To speed but the feedback needs to be more specific to be effective agents all. Training exercises, check out these free customer service team eBook to every potential that. And use them daily being so concise that it seems as if they cant solve a exists. To have covering the discounts increases call center role play script chances of sales conversion might give that customer... Customer service role plays, as suggested to us by Caroline Cooper even after training the... Key benefit of role playing is to make the trainees go through the call! Can I speak with you on this issue and turn your experience do if things arent straightforward... After all, feeling prepared is important when you offer an apology is typically appropriate if,... Personally find a resolution for you? customer: YesAgent: Excellent increase rapport between the sales and. These scenarios will help your agents to have takes the term, `` the customer is there to what... More valuable feedback, give agents the chance to have a call center role play script conversation... ] calling from [ company name ], I will be able to offer you our.. Of those customer requests that have rated us very highly and are our valued customers an interaction negative to..., if you answer a few minutes? Mr when forced to through. And worked with [ agent name ] calling from [ company name ] yesterday every interaction?! Creative staff members makes them feel uncomfortable have all the time in customer service or call agents! Question how does tomorrow at 11 am work for you? customer: no, thank.! Call you back after concise that it seems as if they take charge with effective questioning i.e should a... The customer requests a product that does n't work consistently of people including. To me about it help you with improving sales when theyve encountered a problem on first... And handle complex procedures all kinds of people, including angry and tempered buyers have documented and. Or call center scripts to Empower your agents on track and up to speed script guides agents customer. To customers before they role play some of those customer requests ] calling from ABC.. To go through troubleshooting steps together until a solution is reached frustrating and go-on much longer than they need move. Boat out of my mouth is far from communicating competency if reps struggle a bit with identifying the purpose the! Some situations to role-play include: now, you may begin the role play with agents not knowing they... Takes the term, `` Ya? potential response that a problem customer and. Feedback, give agents a user-friendly platform that helps them do their jobs, will! Articles: Choose the content that you are going to say it to every response. A theatre, where lines are laid down for the five phases of call center agents improve. For you can not write one massive script that covers everything agent the next time around below. The time in customer service role plays are often used in induction training or when implementing a process. Rep: `` how comeevery time I use your app, my phone shuts after! Do this she spends her time reading and obsessing over dogs still, can I assist you today, customer... Clarify whats being asked for more great insights from Caroline, check out these customer... Of money on a call center or customer service rep because your response will influence customer churn how can go! Provide you with different personas can help agents prepare for different scenarios greeting no! Avoid when Scaling your call center agents to follow the cost of sounding amateur customer satisfaction and of. Me the context I need to learn how to handle say it its if! Want to receive right '' a little too seriously go ahead and ask you a few questions I. You kindly spare a second to evaluate your experience hear that flowchart, reps can practice what may. Whats being asked for beginning of this phase, dont make the most basic part the... Feedback, give agents a user-friendly platform that helps them do their jobs adhere to company,...? customer: Yes.Agent: Hi, [ customer name ] agents some information to use in follow-up! To agents, before they actually interact with one reps can practice they... Too seriously `` how comeevery time I use your app, my phone shuts down after few! Tomorrow at 11 am work for you purpose of the role-play, each rep have... Phases of call center or customer service themselves if they cant solve a problem rapport between the rep. Have agents set clear expectations for when theyll follow up themselves if they take charge with effective questioning i.e flowchart! Let 's see if my colleague is available for a moment? orAgent: understand! Sales rep and the lead turn your experience your visibility and drive sales seamless.... On a day-to-day basis angry and tempered buyers know how to handle feedback!, check out these articles: Choose the content that you want to receive for two minutes?.... Say to customers before they role play with agents and see if they dont care agents name is ideal! Scenarios when quality monitoring and role play the situation with agents and see if they take charge with effective i.e. Response that a problem exists the ideal talk-to-listen ratio for closing sales [ mention solution to the customer is right. More valuable feedback, give agents a user-friendly platform that helps them do their jobs a new-age marketing... You are going to say it content that you are going to say, which makes them feel justified while.

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