Roleplay
"I don't understand why my mortgage payment went up. Nobody told me this was going to happen."
"I can understand why that would be frustrating and unexpected. Let’s take a look at what changed so I can walk you through it."
"I hear your concern. A change in your mortgage payment can definitely be surprising. Let's review your account together so I can explain what changed and answer any questions you have."
"I understand why seeing a higher payment would be concerning. When your escrow amount changes due to taxes or insurance, it can impact your monthly payment. Let's review your escrow analysis together so I can explain exactly what happened."
An empathetic response means you have to agree with the client.
False- You don't have to agree with the client—you acknowledge how they're feeling.
Client Doesn't Understand Escrow
"That's just how escrow works."
OR
"Escrow can definitely be confusing. Let me walk you through it step by step."
"Escrow can definitely be confusing. Let me walk you through it step by step."
"I've already explained this to three different people."
What are some emotions the client is feeling?
What they're really saying:
"I already explained that"
What is the better response?
"I'd be happy to go over it again. This can definitely be confusing."
"My husband passed away, and I have no idea what I'm supposed to do."
"I’m very sorry for your loss. I know this may be overwhelming, and I’ll do my best to help guide you through the next steps."
"I’m very sorry to hear about your husband. Thank you for reaching out and letting us know. We can take this one step at a time, and I’ll explain what information we’ll need and what the next steps are."
"I’m truly sorry for your loss. I know this may not be an easy call to make. I’m here to help answer your questions and make this process as clear as possible."
You can be empathetic even if you have to tell the client "no."
True- Empathy is about how you deliver the message, not changing the outcome.
Client is confused about explanation
"I can see why that's confusing. Let me explain it a little differently."
OR
"You're misunderstanding."
"I can see why that's confusing. Let me explain it a little differently."
"I can't believe my payment went up this much."
What are some emotions the client is feeling?
What they're really saying:
"There's nothing I can do."
What is the better response?
"While I may not be able to change this, I'd like to look at what options are available and explain your next steps."
"You people don't care. I'm just another account number to you."
"I’m sorry you’ve been made to feel that way. I want you to know I’m here to listen and help with your specific situation."
"I can understand why you may feel that way, especially if you’ve had a frustrating experience. Let’s take some time to review what’s going on and see how I can help today."
"I’m sorry that this experience has made you feel that way. I know behind every account is a person with a situation that matters, and I’d like to understand what you’re going through so I can provide the best help I can."
Listening without interrupting is also a form of empathy.
True
Client Wants Supervisor
"They're going to tell you the same thing."
OR
"I understand you'd like to speak with a supervisor. Let me explain the next steps."
"I understand you'd like to speak with a supervisor. Let me explain the next steps."
"I've never missed a payment before."
What are some emotions the client is feeling?
What they're really saying:
"You need to calm down."
What is the better response?
"I can hear how upsetting this has been, and I want to help. Let's go through it together."
"I have tried 100 times to log into the website and now its locked!"
"I can understand how frustrating that must be, especially after trying multiple times to access your account. Let’s get this figured out together and see what steps we can take to get you back in."
"It sounds like you’ve already spent a lot of time trying to get this to work, and I can understand why you’re frustrated. Let me help you with the account access issue and see what we can do from here."
"I hear how frustrating this has been. I’d be frustrated too if I had spent that much time trying to access my account. Let’s take a look at what happened and work through the next steps."
A client who says, "Forget it," is no longer looking for help.
False- They're often saying:
"I don't feel heard."
Client made a mistake with payment
"It looks like there may have been a small error with the account information. Let's get it corrected."
OR
"You entered the wrong account number."
"It looks like there may have been a small error with the account information. Let's get it corrected."
"My deceased wife always handled this."
What are some emotions the client is feeling?
What they're really saying:
"That's not my department."
What is the better response?
"I may not handle that directly, but I'll make sure you get to the right team and explain what to expect."
"I have been on hold for over an hour, I am only trying to make a payment!"
"I’m sorry you’ve had to wait so long, and I appreciate your patience. I understand you’re trying to take care of your payment, and I’m glad you reached me. This is a very quick process and I can get you on your way."
"I’m sorry your experience today has been frustrating. I know your time is valuable, and I appreciate you staying on the line. Let’s work together to get your payment taken care of."
"I can understand why you’re frustrated. Waiting over an hour is a long time, especially when you’re simply trying to make a payment. Let’s take care of this for you and make sure we address any questions you have."
Clients remember how you made them feel more than the exact words you used.
True- People often forget the details, but remember whether they felt respected, rushed, or dismissed.
Force-placed insurance
"We had to add insurance because you didn't provide proof."
OR
"I can understand why seeing a new insurance charge would be concerning. Let's review what happened and what steps you can take if you already have coverage."
"I can understand why seeing a new insurance charge would be concerning. Let's review what happened and what steps you can take if you already have coverage."
"This doesn't make any sense."
What are some emotions the client is feeling?
"Like I said..."
What is the better response?
"Let me explain that a different way."