EMPATHY BASICS
What should you do FIRST when a customer is upset?
Acknowledge their feelings
What phrase often sounds robotic?
“I am sorry”
Fix: “I understand. That’s policy.”
Example:
“I can see why that’s frustrating—let me help.”
Customer: “I’ve called 3 times!” What do you say?
“I’m really sorry—you shouldn’t have to call multiple times.”
What should you avoid leading with when doing the Additional Pieces of Information?
Should not say that we are going to ask question.
Give one phrase better than “I'm sorry.”
“I can see why that’s frustrating”
“That’s our policy” lacks what skill?
Empathy
After empathy, what comes next?
Solution / ownership
Customer upset about a EWP—give one empathy line
“I can see why that would be upsetting.”
How much days is given for a new account to not be funded for it to be flagged for suspected fraud and restricted?
15 calendar days
What matters just as much as your words?
Tone
Ignoring emotions and jumping to a fix is called what mistake?
Not acknowledging feelings
Name ONE way to make empathy sound real
Personalize / use their situation
Customer is confused—what do you say first?
“I understand this can be confusing—let me explain.”
If a caller reports that a person has passed away but the person profile has no open account. should they send in the require documents?
Yes, they must. All callers will need to mail us an original or certified copy of the death certificate.
What emotion skill helps you understand how the customer feels?
Empathy
What happens when you sound scripted instead of natural?
Customer feels unheard / frustrated
Add empathy to this: “Your payment is late.”
“I can see how that could be stressful—let me walk you through it.”
LIVE ROLE PLAY (1 min) – frustrated customer
Role play
For manually opening an account, what can be used as an answer for source of income.
Employment, Household/family, Inheritance/trust, investment, retirement, social security, unemployment.
Name TWO things a strong empathetic response includes
Acknowledge feeling + offer help/ownership
Name ONE phrase that can make a customer more upset
Examples:
Build a full response: upset customer + billing issue
Must include:
How unu feel after ur minister seh "nuh watch me watchyo ma?"
Score based on empathy + control
For KYC occupation, if the customer is already retired what can we use instead
their recent occupation before retirement.