Talking with Customers Experiencing Financial Abuse- Dos and Don'ts

eMatrix Training

1 Sept 202403:05

Summary

TLDRThe video script emphasizes the importance of effective communication in customer service. It advises against paraphrasing and using sympathy, which can be disempowering and lead to uncomfortable situations. Instead, it promotes empathy and active listening to support customers during difficult times. The speaker also discourages predicting hold times, which may not align with the customer's availability, and suggests checking if it's a convenient time for them. The script highlights the significance of the Rules of Engagement in understanding customer needs and the potential pitfalls of not following them. It concludes by encouraging a shift from sympathy to empathy to empower customers and protect both parties in the conversation.

Takeaways

🗣️ When transferring a call, avoid paraphrasing the customer's issue as it can come off as impersonal.
🤝 Use empathy when speaking with customers; acknowledge their difficulties and offer support.
🚫 Avoid awkward phrases like 'awkward' when addressing customer concerns.
👍 Start with a purpose statement and a gateway question to set the tone for the conversation.
⏰ Be mindful of the customer's time; don't assume they can be on hold for extended periods.
📞 Ask customers if now is a good time to talk or if they would prefer a call back at a more convenient time.
📋 The Rules of Engagement are crucial for gathering necessary information early in the interaction.
🚫 Sympathy can disempower customers and lead to them sharing more than they're comfortable with.
💡 Avoid saying 'I'm sorry' followed by a pause as it can invite the customer to elaborate on their issue unnecessarily.
🌟 Good intentions are important, but execution is key; training can help improve communication techniques.
🌈 End calls on a positive note, but avoid leaving customers feeling uneasy or as if they need to share more about their situation.

Q & A

What is the main issue with paraphrasing when taking over a call?
-Paraphrasing can come across as impersonal and may not convey the same level of understanding or empathy as the original speaker intended. It's important to use empathy and acknowledge the customer's situation directly.
How should a customer service representative begin a conversation after a call transfer?
-The representative should use empathy, acknowledge the customer's situation, and set a purpose statement followed by a gateway question to ensure the customer is comfortable proceeding.
Why is it not advisable to tell a customer you'll be putting them on hold for a specific duration?
-Telling a customer they will be on hold for a certain time might not be the best time for them, potentially leading to a loss of opportunity to support a vulnerable person. Instead, ask if it's a good time to proceed or offer a callback option.
What is the significance of the 'Rules of Engagement' in customer service?
-The 'Rules of Engagement' are crucial as they help gather necessary information early in the interaction, which can prevent problems down the line and ensure a more effective and empathetic service.
What is the difference between sympathy and empathy in a customer service context?
-Sympathy can disempower a customer and may invite them to share more than they are comfortable with, whereas empathy connects without implying that the customer needs to elaborate on their situation.
Why is it important to avoid saying 'I'm sorry' followed by a pause during a customer service call?
-Saying 'I'm sorry' and pausing can inadvertently invite the customer to share more about their issue, which may not be their intent and can lead to re-traumatization or discomfort.
How can customer service representatives protect both themselves and the customer during a call?
-By using proper training and techniques, such as empathy and active listening, representatives can protect themselves from emotional fatigue and ensure the customer feels heard and supported.
What is the impact of ending a call on a 'bubbly customer service note' when the situation is serious?
-Ending a serious call in a cheerful manner can come across as insensitive and may not align with the customer's emotional state, potentially causing discomfort or a negative perception of the service.
How can customer service representatives show compassion without being overly intrusive?
-Representatives can show compassion by actively listening, validating the customer's feelings, and offering assistance without pressuring them to share more than they are willing to.
What is the role of the customer's control in the conversation during a customer service call?
-Allowing the customer to maintain control over the conversation, such as deciding when to proceed or if they want to be called back, is crucial for building trust and ensuring a positive experience.

Outlines

00:00

🤔 Effective Communication in Customer Service

The speaker discusses the importance of effective communication in customer service, highlighting what not to do when handling calls. They emphasize avoiding paraphrasing and awkward statements, suggesting instead the use of empathy to connect with customers. The speaker provides an example of how to phrase a response to show empathy and support, and advises against telling customers they will be on hold for a specific duration, as it might not be the best time for them. Instead, they recommend asking customers if it's a good time to talk or if they would prefer a callback. The speaker also mentions the importance of the Rules of Engagement in customer interactions and the potential issues that can arise if these are not followed. They conclude by discussing the difference between sympathy and empathy, suggesting that sympathy can be disempowering and may lead to customers feeling obligated to share more than they are comfortable with.

Mindmap

Keywords

💡Empathy

Empathy is the ability to understand and share the feelings of another. In the context of the video, it's crucial for customer service representatives to use empathy when dealing with customers, especially those going through difficult times. The script emphasizes using empathetic language, such as 'I'm here to support you,' to create a supportive environment. This approach helps in building trust and rapport with the customer.

💡Paraphrase

Paraphrase refers to the act of rewording or rephrasing something while retaining its original meaning. The script advises against paraphrasing certain phrases like 'how can I help' when taking over a call, as it may come off as awkward or impersonal. Instead, the speaker suggests using direct and empathetic language to better connect with the customer.

💡Purpose Statement

A purpose statement is a clear and concise expression of the reason for a conversation or interaction. In the script, it's mentioned as a way to set the stage for the customer service interaction, ensuring the customer knows why the representative is there to help and what they aim to achieve, such as 'I'm here to support you with your account.'

💡Gateway Question

A gateway question is an open-ended question used to engage the customer and gather more information. The script uses 'Is that okay?' as an example of a gateway question, which not only seeks the customer's consent but also gives them control over the interaction, making them feel heard and involved.

💡Hold Time

Hold time refers to the duration a customer is kept on hold during a phone call. The script discourages the practice of automatically putting customers on hold without checking if it's a convenient time for them. It suggests asking 'Is now a good time?' to respect the customer's time and needs.

💡Rules of Engagement

Rules of Engagement are guidelines or protocols that govern how interactions should be conducted, especially in a professional setting. The script mentions the importance of these rules to prevent issues in the future, emphasizing the need for clear and early communication of expectations and boundaries.

💡Sympathy

Sympathy is a feeling of pity or sorrow for someone else's misfortune. The script advises against using sympathy in customer service, as it may not empower the customer and could inadvertently invite them to share more than they are comfortable with. It contrasts sympathy with empathy, suggesting the latter as a more supportive approach.

💡Customer Control

Customer control refers to giving the customer a sense of agency and involvement in the interaction. The script highlights the importance of phrases like 'Is that okay?' which not only seek confirmation but also empower the customer to guide the conversation, thus enhancing their experience.

💡Vulnerable Person

A vulnerable person is someone who may be at a disadvantage or in need of extra care and support. The script emphasizes the importance of recognizing and supporting vulnerable customers, suggesting that customer service representatives should be sensitive to their needs and adjust their approach accordingly.

💡Execution

Execution in this context refers to the way a task or strategy is carried out. The script points out that while the intent behind customer service interactions is often positive, the execution may sometimes be poor. It suggests that training and guidance can help improve the execution of customer service strategies to better protect both the representative and the customer.

💡Positive Intent

Positive intent means that the actions or words are meant to be helpful or beneficial. The script acknowledges that customer service representatives generally have good intentions, but the way they express these intentions can sometimes be improved. It encourages training to align intentions with effective communication.

Highlights

Emphasizing the importance of not paraphrasing when taking over a call from another representative.

Advocating for the use of empathy when speaking with customers experiencing difficulties.

Suggesting a purpose statement and a gateway question to engage the customer after a call transfer.

Highlighting the potential negative impact of telling customers they will be on hold for a specific time.

Recommending to ask customers if now is a good time to talk instead of assuming.

Discussing the importance of the Rules of Engagement in customer service interactions.

Cautioning against using sympathy, which can disempower customers and lead to unnecessary sharing.

Explaining that saying 'I'm sorry' can unintentionally invite customers to share more than they're comfortable with.

Stressing the positive intent behind using 'I'm sorry' but pointing out its potential to cause discomfort.

Encouraging the use of training to improve the execution of customer service interactions.

Pointing out that well-intentioned phrases like 'hopefully things get better for you soon' can come across as awkward.

Stressing the need for customer service representatives to protect both themselves and the customers during interactions.

Discussing the execution of empathetic responses and how they can be improved with proper training.

Noting that customer service representatives often have good intentions but may need guidance on effective communication.

Emphasizing the need to avoid phrases that might re-traumatize customers by making them feel obligated to share more.

Encouraging the use of phrases that give control back to the customer and respect their situation.