Empathy Flashcards
True or False: It is ok to fake empathy
True
Identify the emotion/s:
Caller: My work told me that you denied my ABS and now I got written up at work.
Angry, scared, worried
How could you respond by providing empathy and reassurance?
Caller: My work told me that you denied my ABS and now I got written up at work.
CSP: I’m so sorry to hear that I know you must be feeling stressed let me look into that for you.
Identify the emotion/s:
Caller: I had an accident last week and won’t be able to work for a while so I need to file a claim
Scared, worried
How could you respond?
Caller: I had an accident last week and won’t be able to work for a while so I need to file a claim
CSP: Oh no, are you ok?
Did you know that humans experience a physiological response to rudeness? Can you think of a time that a caller’s rudeness got you flustered?
When a person feels they have been treated rudely it is harder for their brain to focus and they get tunnel vision preventing them from listening activity and from being creative in their responses. Try to separate yourself by realizing the caller is not really upset with YOU!
When dealing with a rude caller how can you stay focused on helping them despite having a normal human reaction?
Practice self distancing and recognize they are not upset with YOU personally. Allow yourself to feel compassion for what they are going thru this will help empathy come more naturally.
Identify what the caller may be feeling after this encounter and strategies to makes this a better experience:
Caller: My doctor says I tore my ACL and will need surgery on my left knee so I need to file a claim.
CSP Joe: Ok, I would be happy to get a claim filed for you, is this going to be for you for for COFM?
When a caller has to provide the same information more than once they often feel like the CSP isn’t listening to them and they begin to lose trust in Prudential.
Taking very brief notes during all calls is a great tool to make sure you don’t have to ask the caller to repeat themselves. You can’t jot down every word the caller says to learn to pick out the key pieces of info and only doc those.
for this call the only details CSP needs are:
torn ACL, Sx left knee
What is a verbal collision and what should you do to prevent them?
A verbal collision is when both parties on a call keep talking at the same time and neither can hear the other.
Force yourself to slow down. Breathe and remind yourself you got this.
What tools can you employ when a caller sounds angry right from the start of the call?
Be patient and let the caller get their venting out.
Then provide empathy and let them know you will do your best to help them.
Ping the DCM immediately.
Don’t: give an answer until you are sure you have the complete answer
Avoid too much paraphrasing and probing questions if possible
What is the easiest way to demonstrate respect for the caller?
Using please and thank you is an easy way to show the caller you respect them.
What should you do when you realize you just said something that is not correct or didn’t quite make sense?
“An ounce of prevention is worth a pound of cure”
So make sure you have the complete answer before responding. If you do make a mistake, correct it but try to avoid saying you were wrong completely as this creates doubt.
Apologize and rephrase the answer correctly.
“I’m sorry, to clarify what I meant is….”
“Ug that was a terrible explanation, let me try again….”
How does the Golden Rule apply to customer service?
“To earn the respect (and eventually love) of your customers, you first have to respect those customers
EE adv she is having trouble uploading documents and hasn’t rec’d any texts. How could you respond?
When caller’s are expressing their frustrations, challenges, difficulties it is important to respond w/ empathy. Example: “I am sorry to hear that, I will help you get that taken care of”
Your web site is not very user friendly. I can’t find the letters. How should you respond?
