The Basics
What is the 2nd key to de-escalation?
Thank the client for providing the feedback!
Why should we thank our clients for providing feedback?
We should show that we appreciate the candid feedback and transparency.
What does thanking the client for their feedback sound like?
Scenario: Client upset about sending in all pages of bank statement
Actively listen, Listen with the intent to understand, use small acknowledgements and respond relevantly
What is the fourth key to de-escalation?
Answer questions with direct responses, then elaborate on the 'why'
Why should we let the client speak first?
We are listening with the intent to understand. This builds trust and allows the client to give genuine feedback.
What does a spot brand sound like?
Scenario: Client is upset we keep calling
Brand who we are in our banking support space
What is the fifth key to de-escalation?
Spot branding throughout the call
Why do clients want direction answers?
Answering questions directly and then providing the why builds trust and eliminates push back
What does framing direct feedback sound like?
Scenario: Clients appraisal came in low
Be direct and follow with how this will impact their loan
What is the sixth key to de-escalation?
The client needs to know the challenge is not a RM issue, rather a guideline issue
Why is it important to use words and phrases that align the client and us as one team?
This informs the client that the issue at hand is a industry standard and not an us versus them issue
Bottom to Top - Rep it out
Scenario: Client states things are different than what their banker said
Let the client speak first
Thank the client for their feedback
Answer questions with direct feedback and the why
Spot Brand
Us Versus Problem