Talking with Customers Experiencing Financial Abuse- Dos and Don'ts
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
- π£οΈ When transferring a call, avoid paraphrasing the customer's issue as it can come off as impersonal.
- π€ Use empathy when speaking with customers; acknowledge their difficulties and offer support.
- π« Avoid awkward phrases like 'awkward' when addressing customer concerns.
- π Start with a purpose statement and a gateway question to set the tone for the conversation.
- β° Be mindful of the customer's time; don't assume they can be on hold for extended periods.
- π Ask customers if now is a good time to talk or if they would prefer a call back at a more convenient time.
- π The Rules of Engagement are crucial for gathering necessary information early in the interaction.
- π« Sympathy can disempower customers and lead to them sharing more than they're comfortable with.
- π‘ Avoid saying 'I'm sorry' followed by a pause as it can invite the customer to elaborate on their issue unnecessarily.
- π Good intentions are important, but execution is key; training can help improve communication techniques.
- π 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
π€ 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
π‘Empathy
π‘Paraphrase
π‘Purpose Statement
π‘Gateway Question
π‘Hold Time
π‘Rules of Engagement
π‘Sympathy
π‘Customer Control
π‘Vulnerable Person
π‘Execution
π‘Positive Intent
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.
Transcripts
and actually I had some little um things
that we'd heard in calls that I just
wanted to share um around what's not
helpful so a couple of things that are
not helpful is let's say you've
transferred that call through to Kia
you've done that beautifully and then
Kia says how can I help yeah C so um
we've had people say so how do I
paraphrase we do not want to paraphrase
um that
um Alex has passed your details on that
you're experiencing ABC we don't want to
say awkward yeah so what would be the
best way for the person that's taken the
call in The Specialist Team the ultimate
way is to use empathy so yeah Alex has
transferred the call and it sounds like
you've been going through a difficult
time and I'm here to support you with
the account is that okay yes so I'm
using empathy I'm then setting a I guess
a purpose statement then a little
Gateway question is that okay give that
customer control yeah um things like oh
I'll just probably on hold for 2 or 3
minutes now a couple of things with that
you're telling them what you're going to
do but also they might have two or three
minutes it might not be the best time
for them to be on hold they might only
have found a two or three minute window
opportunity to call you so I think so we
could lose that whole opportunity to
support a vulnerable person and that
that's really an opportunity where you
can say you know is now a good time when
is a good time um you know for us to
call back if Now isn't yeah and we'll go
through the Rules of Engagement Rules of
Engagement is absolutely and we'll talk
about why we've worked on some projects
where there were problems down the track
where we didn't get that information
early um if I could just finish with
these couple of other little things
we've heard um I'm sorry yeah not a huge
fan of sympathy um I would say it
doesn't Empower a customer and what it
can do if I say oh I'm sorry and I pause
I'm inviting that person to share even
though they may not want to you're
implying tell me more that's not your
intent um so once you avoid your sorry
pause you'll cause less ret traumatizing
because the customer is not feeling like
they have to tell you chapter 2 to 24 of
their story it comes it comes in the
right it comes from a good place of
someone wanting to connect and and
wanting to show some compassion so it
comes from a good place but it's just
not the most helpful thing to say in
that and that's that's what we find is
um everyone has a really positive intent
the execution might be poor and unless
you know that you're going to go with
sorry every time so hopefully this
training helps you with a a better way
of protecting yourself and the customer
yeah and I think back to your one of um
really good intention that we heard on a
call recently they finished the call so
you finished the call and we're so used
to finishing on that bubbly customer
service note that we heard the operator
then say hopefully things get better for
you soon like it was just like a little
bruised me uh intent good
awward yeah yeah
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