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

Summary

The 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.