Le Formulaire LATTE

Front

How can you show empathy during active listening according to the LATTE formula?

Back

I'm sorry; I can imagine your concern.

Front

What can you say to thank someone for their call according to the LATTE formula?

Back

We really do appreciate this feedback, Mrs Simpson

Front

What sentence can you use to find a solution according to the LATTE formula?

Back

For a quick resolution, I would request you to…

Front

What can you say to explain your next action according to the LATTE formula?

Back

I will help you solve this problem.

Front

How should you react to abusive callers according to the LATTE formula?

Back

I truly understand your concern, Sir/Madam, but unfortunately we cannot tolerate the type of language you are using at the moment.

Front

How can you assure a customer of a timely resolution using the LATTE formula?

Back

It should be resolved by the end of the day.

Front

What are the 5 steps of the LATTE formula?

Back

Listen, Acknowledge, Thank, Treat, Explain