Professional Documents
Culture Documents
(Supervisors)
1.1
Read the following member comments and identify the reasons why our
customers think we are not listening. Discuss how listening is connected to empathy
and acknowledgement.
Sometimes I have the feeling
that they weren't listening to
what I was saying - need to
respond to what is being said
rather than come out with
stock, scripted phrases.
Listened to
what my
actual
question was
before she
started
talking.
Listened to me
and understood
what I was
querying. She
sounded
distracted.
Respond more
quickly.
Stop interrupting me
when I am speaking. It
sounds like she wanted
to end the call quickly.
Introduction
1.2
Think and discuss. What are the top 3 common issues you face when
coaching teammates on empathy and acknowledgement.
Selective agreement
You have a valid point.
Building Rapport
1.4
Affirm
Yes. I got it. / Thanks for raising
this.
Appreciate
Thanks for raising this.
Commend
Youre doing great as power seller.
response.
Empathy
Empathy // Apology
Apology ** Selective
Selective Agreement
Agreement ** Accountability
Accountability // Assurance
Assurance
Focus
Focus on
on what
what can
can be
be done
done ** Building
Building Rapport
Rapport ** Affirmation
Affirmation ** Appreciation
Appreciation **
Commendation
Commendation
Customer Response
Proper Response
1.5
Answer the following customer remarks. Write two more customer remarks
for numbers 6 and 7 which your partner will answer.
1. Im computer challenged. Im so sorry. I feel so stupid.
2. Ive been put on hold too many times. Is this what you call
customer service?
3. Im telling you that this seller is a fraud. Too many cancelled
bids for a very cheap car. Im an expert in cars and Im a seller
myself, so I know how things like this work.
4. I was promised that the feedback that would be removed. Now
youre telling me it cant.
5. Your policies are rubbish!
6. _______________________________________________________________
7. _______________________________________________________________
1.6
Work with a group and follow the instructions below. Your trainer will explain
how to conduct the mock call.
1. Assign roles caller, representative, evaluator.
2. After the mock call, discuss whether or not the empathy and acknowledgement statements were
used effectively.
3. Discuss why the following examples are ineffective ways to deliver empathy / acknowledgement
statements.
Personalization
1.7
Rearrange the words below to form common empathy / accountability
statements. Afterwards, read aloud your answers with a partner - the way you would
when speaking to a customer.
1. Worry/ I / help / you. We/ sort / things/ for you.
2. I m sorry / hear / difficulties / agreement / trading partner
3. I / see / why / upset. Rest assured/ I / help/ you / this.
4. I / apologize/ on behalf/ eBay/ misunderstanding.
5. I / appreciate/ efforts/ resolve.
1.8
Write personalised
empathy/accountability statements using the pattern below.
Emotion
Source of
Emotion
Personalized Statement
1. Frustrated
Long wait
Speed things up
Not waste time
2. Upset
Misunderstanding
Clarify
3. Confused
Process
Walk through
Explain
4. Disadvantaged
Protection policy
5.
..
6.
.
7.
1.9
Using the handout on the next page, write down different empathy
starters that you could use to encourage our teammates to personalize their
responses.
Emotion
Examples
anxious
concerned
o I understand you're concerned that your payment might not arrive on time.
confused
constrained
o I understand that you feel constrained because of our current guidelines, so I outlined
some steps that could help you.
difficult
disappointed
dissatisfied
distressed
o It must have been distressing for you to not receive any response from your trading
partner.
doubtful
frustrated
hesitant
o I understand that you're hesitant to contact your trading partner because of your
previous experience.
inconvenienc
e
o I realize how inconvenient it was for you to hire a van to get these items.
overwhelmed o Filing a case can be overwhelming, so I simplified the steps for you.
reluctant
restricted
o Deborah, it seems that you feel restricted because of our current process. Let me
explain how we're protecting sellers like you.
troubled
unhappy
o I understand that you are not happy/satisfied with the item you purchased.
uncertain
o It seems that you are uncertain whether to continue with the transaction as your
trading partner is no longer registered in eBay.
unwilling
o I can see why you are unwilling to settle your fees unless you are given your refund.
upset
o This must have upset you as you have tried all the options given.
worried
Application - Delivery
1.10
You
You keep
keep sending
sending me
me
emails
emails to
to pay
pay an
an
invoice
invoice for
for something
something
II didnt
didnt sell.
sell. II need
need my
my
final
final value
value fee
fee back
back
for
for the
the iphone.
iphone. II dont
dont
see
see why
why II should
should pay
pay
for
for something
something that
that II
didnt
didnt sell.
sell.
II recently
recently had
had to
to
refund
a
buyer,
refund a buyer,
but
but Im
Im just
just
wondering
wondering if
if II will
will
receive
my
receive my seller
seller
fees.
fees.
1.11
Evaluate your partners using the following form. Discuss the results
after each mock call.
Evaluation Sheet
My Partner: _________________________________
_________________________
Did my Partner do the following effectively?
Y/N
Practice active listening
Y/N
Empathize / Apologize
Y/N
Selectively Agree
Y/N
Offer Accountability / Assurance
Y/N
Focus on what can be done
Y/N
Build Rapport
Y/N
Affirm
Y/N
Appreciate
Y/N
Commend
Issue:
Observations
Application Delivering
Feedback
1.11 Listen to the call. Identify the CSRs strengths and areas for
improvement. Deliver feedback, particularly paying attention to
empathy and acknowledgement.
Make sure to:
1. Identify what the teammate said / did
2. Identify what the teammate could say / do
Is he allowed to retract the case and relist it? Or will he, as he says, will he have to
charge me for that?
No , actually , if the case is closed youll be charged for the unpaid item. If you. Like I said, once
the case has been closed. You will not be charged, Call us again, once the case is closed, ummm
you can call us again, in this hotline, so we can close the unpaid item strike in your account.
I noticed, as a normal person, I didnt take copy of front and back of the check. Is that
something that I have to provide?
Yes, if youre sending a document you have a black and white copy just in case.
Bank was saying its not a normal thing to do. How do I prove that I sent him the
check?
Actually ummm..You canHow did you send the check by the way?
From post. Its just a small amount of money, he seemed mad for all this.
Uh huh.(dead air) I totally understand that. Not a problem, Right now cause the case is still
open. As I said, once the case is closed. We can remove this.
I feel nervous about dealing with him now, that probably sounds strange to you. Once
you get a fear, you just cantYou see what Im saying.
Yes. I understand your point here. Not a problem, as I said, you monitor the case, once its
closed, call us again.
But Ill still be charged for the necklace and the post will I?
No, you will not be charged if youre going to remove it.
Youre so helpful Megan.
Not a problem.