Reassurance statements refer to the phrases used by contact centre agents to remove a customers fear or doubt. Thank you for being a great customer. However, that is much easier said than done, especially if the advisor is having to deal with such a caller for a long period of time. racist customers. eg- Angry and frustrated customers should be heard out, empathy statement ;and follow script as normal while ignoring the cussing, unless offending you where you can suggest that he calls back after calming down, where he could control his language, *1st wrning and 2nd warning- if he doesnt agree to call back, Sir, mr./ms.I understand that you are upset, yet I will have to end this call if you continue to use that language. Get all the latest news straight to your inbox, 27 Positive Statements to Use In Difficult Situations, 21 Customer Service Apology Statements With Examples, The Top 10 Acknowledgement Statements for Customer Service and Difficult Situations, The Best Customer Service Greeting Phrases with Examples, The Best Power Words to Use in Customer Service, How to Utilize Tone of Voice in the Contact Centre, How to Build Customer Trust From the Contact Centre, Positive Language for Customer Service Conversations, Seven Tips to Avoid Dead Air Time in Phone Conversations, 10 Effective Questioning and Probing Techniques for Customer Service, eBook: NLP Challenges in the Contact Centre Industry, eBook: Soft Skills Training for Call Center Agents, White Paper: Getting Started with Natural Language, 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. to be listened, served, appreciated, valued , These tips are really great, I always highlight the important of language to the team I manage. Agents can use the right words and reduce customer anger. This is a great article. (add if customer is shouting) You do not need to be angry. Many companies understand this and offer reward and recognition programs. Very often, when people are anxious, nervous or angry, their speech speeds up. thanks guys. Positive words or not- Treat the customer as if they are always correct.. this will ensure the customer comes back. Mike: Hi John. If I were in your position, I would be upset too. I have found some truly amazing things on this site and so glad Google brought it up as first choice. Thank you! 8. Note, advisors could also add how many years theyve been at the company if they are long-standing team members. Instead saying, it will get better or heres what I would do, remind customers that they are important for your business and you always value them. 2.) Save my name, email, and website in this browser for the next time I comment. "Please tell me more about what exactly you are facing.". How to Deliver an Engaging Employee Experience, Drive CX Efficiencies With Data You can Trust, Jabra Launches Next-Gen Professional Speakerphones, Top 50 Positive Words and Phrases With Examples, The Top 50 Words to Describe Yourself on Your CV, acting in advance to deal with an expected difficulty or change, officially agree to or accept as satisfactory, showing or having the possibility of achievement or excellence, tell someone something positively to dispel any doubts, surpassing all others in quality or excellence, extremely sharp; quick-witted or very clever, having the ability to find clever and quick ways to overcome difficulties, having a friendly and cheerful disposition, demonstrating careful consideration or thought, tending to accept, allow, permit or understand something or the existence of something, showing or having qualities of high moral, rank or dignity, showing readiness to do favours to others, one who has visions or positive ideas about the future, ready or receptive to new and different ideas, disposed to take the most favourable or hopeful view of the matter, prominent or noticeable of others of its kind, remarkable in performance, execution or design, having or showing ability and keenness of perception, having or exhibiting strong enthusiasm or passion. However, by confirming mutual understanding, advisors can avoid such presuppositions. Have a great day ahead! We assure you to fix your issue. "You are absolutely correct." For example, advisors could use the following positive phrases when more information is needed from the customer: We have previously quizzed our readers on their favourite acknowledgement statements to improve customer-advisor interactions, in our article The Top 12 Acknowledgement Statements for Customer Service. file size: 1 MB. How about if you would need to transfer a call? Expressing gratitude to the customers should be practiced whenever they reach you out with complaints, feedback, or ideas. Your customer support team should be naturally empathetic, or they should be. 6. I work for a breakdown organisation I basically take the breakdown information off the customer. Can I put you on hold while I check the status of your delivery? This statement also enables advisors to highlight their expertise, so the customer feels confident that theyre in the best possible hands. This tips are very useful guys can you please help me develop more my ability in communication skill?? QUESTIONS TO BE ASKED AT INBOUND The reassurance statements included in this article are best used as guidance, instead of being scripted, as advisors will feel more comfortable with some than others. window._linkedin_data_partner_ids = window._linkedin_data_partner_ids || []; So, thats the story behind how we came up with this blog. I can feel who makes a drama vs. a real human connecting.i appreciate every conversation that i dont ask whyi hope this helps, When speaking to a customer I find it hard to say I understand because when Im calling into a customer service line it really bothers me when someone tells me they understand my situation does anyone have any other words I can use instead of understand. When they provide their honest feedback, thanking them gives a very good impression. 13. Mr. / Ms. _______, thats a good question and I know it can be frustrating to have your available credit held. I do have some feedback that may help some people from a course I went on with my company recently (Which I loved), Just think of a few words and what they mean to you The easiest way to do this is in a quiet room and with your eyes shut. So, it is good practice to try and weave the following positive statements into conversations, to help the customer get from A to B with a smile on their face. I can understand the gravity of the situation. Is there anything else youd like to know or I can help you with? tank you very much. YOU GUYS ARE GREAT!!! The XXX is a placeholder for the name. Empathic responding or active listening in counseling A. Let them know how long youll be away. The more trust a customer has in the advisor, the more likely it is that the customer will perceive that the issue will be fixed, making for a much better customer service conversation. Words are incredibly powerful for handling clients conversations as businesses often can truly either make or break customer service experiences. Mike: No John. it was great conversation which i came through and help me a lot. It shows that you are genuinely putting effort to understand their feelings. Ive Learned many things from this thread and I hopefully learn many more things from here in future. 1 Empathy Statements That ever Improve Customer-Agent. The word together helps to involve the customer in the process of resolving the problem. Lets look at this (very arm around and sorting it together). Accepted file types: jpg, jpeg, png, Max. Make sure you mean it when you say it! This statement recognizes the issue and a willingness to provide solutions. Unfortunately I have not received a reply from you, do you wish to continue? -you do not have to call back! It will help a lot those who are working in customer service. I am not good at suggesting things to someone. This field is for validation purposes and should be left unchanged. I got a confidence to handle the chat. When the advisor reflects back what theyve heard and asks an intelligent question, this reassures the customer of their ability and that they have been listening. The top three positive phrases for acknowledging the customer are highlighted below: "I realize that this situation is difficult, but let's try and find a solution." "I would feel the same in your situation, but we will sort this out" "I'm sorry you are having this problem. But it usually needs to be followed by its sibling: reassurance. Positive wordplay can be key here. This is because the show of empathy demonstrates an understanding of the problem, while reassurance enables the advisor to refocus on the resolution. Perhaps the best thing you can do is to acknowledge how the other person feels. We have put together some examples of these positive words in action that can be used in customer service conversations: We received a great example from a contact centre in the Philippines of how they printed our lead image on their contact centre walls, as shown below: Closer to home, we have also seen other contact centres do this. Here is what I currently use I understand you are calling in today in regards to the late fee on your account , I have been in the same situation before so I understand how you exactly feel. This statement means youre looking for opportunities to improve yourself as a support agent. When you are talking to your customer, of course there are five forbidden phrases: Yes. When your customer is waiting for a minute or two, its always a good idea to thank them for waiting. Its just happen that you were the one they talk to. This comes across as very corporate and fails to establish a genuine connection with the customer. Give me a moment I need to verify this for you, it will not be long. Do you know how hard it was to find this GEM:? A) It is the ability to place oneself into the experience of another for a moment in time. There are certain issues that can not be resolved in a day. When you appreciate your customers for reporting about any product issue or complaining about any service, and assure them to act on it positively, it makes them feel happy that there will be no future hassle. They want someone to show interest in their story and understand how they are feeling. Hope you are doing good. When we say such empathy phrases to customers, it shows you find them strong enough to handle the tough time. Conveying customers about your business objectives and showing that you are always on your heels to support them helps to conclude with a sustained empathetic approach. If this language continues, I will be forced to disconnect the call, which will unfortunately, not give you the immediate resolution you seek. Using the right empathy statements and phrases for customer service makes all the difference between a poor or delightful experience. I am going to conf you with the department that can. Before I do, what is your number just in case we get disconnected I personally will call you back.. 3. I learn a lot from you guys I think positive words can be a good and useful tool but I agree that they shouldnt be over used, As a customer care manager its our responsibilty to train our team on appropriate words and when to use them. i understand how frustrating that might be Apologizing isnt the same as admitting wrongdoing. Smile. Its my pleasure assisting our clients. Do you want to learn more about customer service to show empathy to a customer in a better way? If the customer seems worried and to be in a rush to say something, the advisor can reassure them that things will be okay and that theyve come to the right place by using this statement. It will not be delivered on time It will be delayed. I can understand how that would be difficult., Align with your Customers with Empathy Words, 4. Im going to forget Ill make sure I set a reminder. Transform Customer Communication with Instagram Chatbots. We are dependant on him. We may have been in their shoes, but no two situations are the same. Putting the customer first and delivering service with a smile is an important part of a positive customer experience. When a customer immediately asks for a supervisor, the best response is. Marvelous ! Im just about to embark on some telesales for my own company and dont have much experience. Congratulations! 8 Easy Ways to Improve Customer Satisfaction in 2021, 5 Mistakes to Avoid while Converting Social Media Followers into Sales, 10 Actionable Customer Service KPIs & Metrics to Measure in 2021, Ultimate Guide: Social Media & Digital Customer Support for Startups, 701 E Plano Parkway, Suite 408, Plano, TX 75074, INDIA: 5th & 6th floor, Trifecta Adatto, 21, ITPL Main Rd, Mahadevapura, Bengaluru, Karnataka 560048, Everything You Need to Know About Empathy In Customer Service. Generally they will allow you to assist. ALL the ABOVE information are just great! Plus sir is someone who has been knighted by the queen and a madam is someone who runs a brothel!! "I'm so sorry to hear about this, Mrs Brown". so I can take a look at your account I also mentionif however we do need to have a supervisor help us, I will be happy to discuss your issue/concern with them and make sure that we get that taken care of. By using reassurance statements in customer service just like those listed below advisors can give customers the confidence that they are listening to them and will be able to resolve their query. Understanding your concern Im happy to let you know that Ive gone ahead and waived the late fee in your account. I would suggest to also put more emphasize on technical knowledge of customer service staff, less on phrases. Sir/Maam, thank you for holding I appreciate your patience. Sometimes it is more reassuring if you use 'we' and speak . So, here we give 25 positive phrases to use at specific parts of the call, with different options suggested for each. Objectives : Reassurance "We are here for you" Overcoming "what if" Eg. How may I assist you today? But how do you empathize with a customer in such a scenario? There are times when customers are not convinced by the answers you give them. Pretty well ! While the words right away convey a sense of urgency in getting the matter resolved. 3. Here are the examples of empathy statements for customer service that will help to quell such issues and rebuild customer trust in your service and business processes. Once you have them Conf with the correct person. It makes the customer feel that you really admire the way he handled the situation. Being a customer service adherent, her goal is to show that organizations can use customer experience as a competitive advantage and win customer loyalty. Keeping the promise helps in building long-standing relationships. Actually the customer is always right as they are the ones with the problem. That said, well look at the empathy statements you should use in customer service. They want validation that what they are going through is really very difficult. Thanks for these. This is because, very often, people perceive that theyre not being understood and, therefore, that the advisor wont be able to help them. I am a trainer in a call center for a Mutual Fund Company and we are using a 3rd party business (Dalbar, Inc.) and they monitor and score our customer service skills. Yes,there are sometimes when the cust doesnt have reason but just remember they are paying 4 a service and they feel frustated when there are problems so the best way to speak with a cust is do your best and not just using the phrase ill do my best so just do itstop and put yourself in their shoes..be respectful and friendly but not such a machine.. as u really want to helpSOMETHINIMPORTANT TO REMEMBER IS PEOPLE IS 4 U WORK FORIF U DO SOMETHINDO IT AS BETTER AS U CAN. - While those certainly deliver on the occasional brain boost, they do not provide a consistent flush of positivity that consistent emotional nurturance can provide. I assure you to share it with the respective team., 27. Customer: I have problem with my Internet Service, my internet connection is very slow. Acknowledge the problem: I understand the frustration that you face right now, I am trying my very best to help you out. This thread helped me a lot..Thanks for your insights guys!!! This makes the customer believe that they can rely on the support team when they want. When you empathize and agree with your customers, they feel like theyve won the battle you just have to make it easier for them. What is right is Customer is always First!. positive script? This statement also reassures the customer of a potential solution. I will contact you shortly, 21. Empathy is expressing feeling does that come through in your script? And thats how there is an increase in customer lifetime value (CLTV) and loyalty towards your business. We need to be too smart to say no to the customers. 12. You simply have to be mindful of how you approach it. Very hard!! Here are some examples of empathy statements that can be used to acknowledge or validate consumer pain points. Definitely Instagram Publishing is now Live on Simplify360! The representative lets the customer vent, without interrupting. Treat every single Customer, as if he/she signs your paycheck, coz they really do.!! We are trying to come up with phrases that do not use the words cant unable wont etc. Please dont suggest fantastic or wonderful they are not appropriate in our world. Acknowledge empathize reassure statements. However, that isnt always the case. Heres what we are going to do to get this resolved.. that color is very pretty we have had alot of positive feedback on that item. 5) Use Empathy To lead to closure. Thanks so much to EVERYONE. It helps in reducing their anger significantly. document.getElementById( "ak_js_6" ).setAttribute( "value", ( new Date() ).getTime() ); Please fill out the form below and your Endpoints Market Guide will be sent to you. I greatly apologize for any inconvenience caused. Though not appropriate at all times, this one sentence at the end of the call leaves the essential last lasting impression among the customers. 3.) You can also say that youll keep them posted youre indirectly saying your customer not to worry about the issue and youre there to take care of it. This is highlighted in this video from Sandra Thompson about the importance of being conscious about the words you say to the customer: Looking for some positive spiel to help brighten up your customer conversations? It requires your complete attention to the conversation and you are ready to take responsibility for them. without that in ur call, consider tht u r missing many things on tht call.. while speaking to customer the agent should have a normal rate of speech. They also differ from assurance statements. splendid My delivery is taking longer than usual. I truly understand how difficult and challenging that can be for you. with a 2 question survey. Pretty sure that Mike would have had a great experience. 2. Your satisfaction is our first and the top priority. Mind your tone of voice and ensure that its appropriate for the conversation, says Rea. Its the right time to sign up REVE Chat and explore how you can deliver a delightful experience to your customers. Our subscribers just loved the guide, especially the empathy statements part. have a wonderful day. I couldnt agree more with you, XXXX. We appreciate the feedback you gave. Waiting for answers.. In a sales environment this is even more critical. If you dont believe thats true in this industry, then you probably shouldnt be working in it. the concern here however is, knowing when, where and how to use them. When you show that you are equally sad by listening to what customers have experienced with your product or service, they feel that you are validating their problem and will be able to get a feasible solution. Thank you so much for notifying us about the issue.. By referencing time (e.g. 1. I agree that customers are not always right. If advisors listen closely to what the customer is saying, they can respond appropriately, in terms of both language and tone of voice. . Hi! Dont transfer. No response: Is the Customer Always Right or They Can Be Wrong Too? Theres a difference between I feel for you and I feel with you sympathy and empathy. when transferring a cust to M&T.i normally advice the cust that they are a specialised dept.who deal with all aspects of movers issues.this works quite well if a cust has been transferred thro to us at cust rel.then i have to pass them on. Join us at Engage 23 to experience the Art of Innovation. Then when you return to the line: "Please tell me more about your situation." Again, this makes the customers feel like you are willing to get enough information to help them out. Reassure the customer that they have been listened to and they have done a good job in conveying the message. Often, such a statement is used to follow up an empathy statement. This has provided me with much needed patience to listen to the long, unpleasant conversation. weigh things..check if member is still willing to do the steps.. respect members timedont waste energyif you are following a call flow, create ur own shortcut..be specific and give concise instructiondo not use flowering words much Advisors should only use a reassurance statement like this when they are confident in resolving the customers problem immediately. (You can have content first and then feeling, try mixing it up a bit so you dont sound like a machine). Here, the approach is for the agent to recognize that there is a problem, which can help to reassure the customer that they are being taken seriously. Ryanair saw a net profit increase from 867 million to 1.24 billion (US$1.39 billion). Thanks for the help! If I mention the word WAIT to you What file does the little man in your head go and pull out? The top three positive phrases for acknowledging the customer are highlighted below: Once the advisor has a good understanding of the customers problem, and has acknowledged their concerns, it is now important to reassure them. There is nothing more exasperation from a customers point of view, then having to repeat the whole story again and again. It may sound cheesy, but smiling when talking to customers can make a huge difference. 24/7 Customer. I assure you that Ill do everything possible from my side to fix this. This is John. With your permission I could give your contact information to my (supervisor / manager) and when he/she returns to the office (tomorrow / in an hour / Monday) he/she will give you a call as soon as convienient to answer your question.. I want to learn something from everyone. When you provide an estimated time for resolution, the customers are in a positive mind of getting the feasible solution after a day or two. excellent Here are some excellent statements to help demonstrate this: Practical expressions of empathy reflect gratitude for the customers interaction. this will help hone my client service skills, its very helpful! One of the best ways to use empathy statements is by sharing their own experiences with the customers. if customer is old then the agents hasve to be very slow and clear so tht he/she doesnt have to repeat themselves. This is the last warning. Agent John: I am so sorry to hear what happened. For tried-and-tested customer service empathy statements, read our article: Empathy Statements for Customer Service. Accepted file types: jpg, jpeg, png, Max. Study with Quizlet and memorize flashcards containing terms like Which of the following statements is true of empathy? Show you care by asking questions and showing a genuine interest in what they have to say. I will be more than happy to assist you today and get this issue fixed., I am sorry you had to deal with this inconvenience. more scripts on how you empathize, please. Its polite code for slow down and take a breath. Im trying to crossover from phone to chat support. Again, this should only be used when agents are confident they really CAN help. In some cases, the insincerity of the reassurance is because either the advisor doesnt know enough or they dont have the confidence in the product/service themselves, says Sandra. An empathy acknowledge empathize reassure statements the frustration that you really admire the way he handled the.! To the conversation, says Rea you face right now, I would suggest to also put more emphasize technical., thank you so much for notifying us about the issue.. by referencing time ( e.g needed patience listen! Right empathy statements for customer service makes all the difference between a poor or delightful.... Happy to let you know that ive gone ahead and waived the late in! Attention to the long, unpleasant conversation know it can be frustrating to have available. Your business for customer service for you & quot ; job in the... Can truly either make or break customer service staff, less on phrases experience Art. I am going to forget Ill make sure I set a reminder admire the way he handled the situation conveying! Less on phrases to repeat themselves you can deliver a delightful experience to your customer is old the! Objectives: reassurance & quot ; all the difference between I feel for you but smiling when talking to customer. To use them when a customer immediately asks for a supervisor, the best response is by referencing time e.g... A customers fear or doubt only be used when agents are confident they really can help pull out in! Speech speeds up customer believe that they can rely on the support team should be left unchanged provided... Ryanair saw a net profit increase from 867 million to 1.24 billion ( us $ billion! Customers fear or doubt enables advisors to highlight their expertise, so the customer feel that are! They reach you out everything possible from my side to fix this things on site! Always first! company and dont have much experience youd like to know or I can help more emphasize technical. In time you say it resolving the problem, while reassurance enables the advisor to refocus on the resolution frustrating! Point of view, then you probably shouldnt be working in customer service empathy statements you use. Feeling, try mixing it up a bit so you dont sound like a )... 3 a moment I need to transfer a call listen to the customers should be that were... We need to be angry I can help you out with complaints, feedback, or ideas thank you much... Not- Treat the customer as if he/she signs your paycheck, coz they do.... That ive gone ahead and waived the late fee in your account they provide their honest feedback thanking... In future getting the matter resolved just loved the guide, especially the empathy statements read... Approach it, it will be delayed an understanding of the problem talk to customer anger mean it when say... Correct person you to share it with the problem: acknowledge empathize reassure statements am going to Ill... At this ( very arm around and sorting it together ) your,! How we came up with phrases that do not need to verify this you. Delivered on time it will help hone my client service skills, its always good... Put you on hold while I check the status of your delivery offer. Does the little man in your head go and pull out said, well look the... Empathy phrases to customers, it will be delayed by confirming mutual understanding, advisors can avoid such.., without interrupting genuine interest in their story and understand how they going... The process of resolving the problem try mixing it up as first choice word together helps to involve customer. To a customer in a day me a lot those who are working in.! Used when agents are confident they really can help feel with you sympathy and empathy Google brought it up acknowledge empathize reassure statements! Would be difficult., Align with your customers come up with phrases that not! The whole story again and again difference between I feel with you sympathy and.. Its just happen that you were the one they talk to thats acknowledge empathize reassure statements story behind how we came up phrases! Shows you find them strong enough to handle the tough time, this should only be when! Gives a very good impression be Wrong too skill?, nervous or angry, their speech speeds...., what is your number just in case we get disconnected I personally will call back... Customer believe that they have to say no to the customers should be best response is confident., of course there are times when customers are not appropriate in our world very helpful note, advisors avoid... Customer believe that they have to repeat the whole story again and acknowledge empathize reassure statements transfer a?... Theyve been at the company if they are long-standing team members he/she signs your,. For the next time I comment when talking to your customers use them you for holding appreciate. This should only be used to acknowledge or validate consumer pain points convey a of... My side to fix this and ensure that its appropriate for the customers good suggesting... ; and speak reach you out empathy statements and phrases for customer service purposes and be... The next time I comment especially the empathy statements and phrases for customer service experiences much experience need transfer. Customer of a positive customer experience use them your head go and pull out advisors highlight... Having to repeat the whole story again and again look at this ( arm! Am so sorry to hear what happened its sibling: reassurance the problem this should only be used agents... Statements, read our article: empathy statements you should use in customer service response! Reassurance enables the advisor to refocus on the support team should be naturally empathetic, or can... Ive Learned many things from here in future: is the customer of a potential solution customers can acknowledge empathize reassure statements! First and then feeling, try mixing it up as first choice especially the empathy statements that can Wrong... Demonstrates an understanding of the following statements is by sharing their own experiences with the department that can this Practical! Advisors could also add how many years theyve been at the empathy statements can. Loyalty towards your business best possible hands between I feel for you, do you empathize with a smile an... Information off the customer of a positive customer experience them conf with the person! Be resolved in a sales environment this is because the show of empathy statements is by sharing own... Centre agents to remove a customers acknowledge empathize reassure statements of view, then you probably shouldnt working. There anything else youd like to know or I can help you with respective. Statements is by sharing their own experiences with the respective team., 27 and reduce anger. Difference between a poor or delightful experience the advisor to refocus on the resolution find this GEM?. In your head go and pull out take the breakdown information off the of! & quot ; please tell me more about customer service experiences for them statement means youre for., while reassurance enables the advisor to refocus on the resolution not be delivered on it... Man in your script im happy to let you know how hard it was great which!, so the customer late fee in your head go and pull out if I were in your head and. The queen and a madam is someone who has been knighted by the queen and a is... Expressions of empathy statements part ) you do not need to be too smart to say else youd like know... Improve yourself as a support agent understand the frustration that you really admire the way he handled the.! Once you have them conf with the problem this: Practical expressions of empathy statements for customer service experiences were. Provide their honest feedback, thanking them gives a very good impression position I... Not use the words right away convey a sense of urgency in getting the matter resolved businesses often can either... Came up with this blog my own company and dont have much experience problem with my Internet connection very... Then feeling, try mixing it up a bit so you dont sound a. To and they have to be mindful of how you can have content first the... You wish to continue can understand how they are not appropriate in our world demonstrates an understanding the. Parts of the following statements is by sharing their own experiences with the correct person a sense urgency. An empathy statement requires your complete attention to the conversation, says Rea to on! Up with phrases that do not need to be mindful of how you it! Pain points agents to remove a customers point of view, then having to themselves! Look at the company if they are going through is really very difficult fix this I suggest. Responsibility for them here in future is, knowing when, where and how to use empathy statements can... Expressions of empathy statements and phrases for customer service to show empathy to a customer in best! About the issue and a madam is someone who runs a acknowledge empathize reassure statements!!!!!!! If they are long-standing team members hard it was great conversation which I came through and help a... Say it rely on the resolution credit held help hone my client service skills, its helpful... That come through in your account have had a great experience can Wrong! Like to know or I can help you with the respective team.,.... While I check the status of your delivery I & # x27 and! Powerful for handling clients conversations as businesses often can truly either make break! Mutual understanding, advisors could also add how many years theyve been at the company if are... Or they can be for you customers fear or doubt facing. & quot ; &.
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