Empathy & Acknowledgement

(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.

She could have been a bit

more understanding and
not blame me for the item
being broken. It would have
been nice if she had
listened to me properly.

I do not think she fully

understood my concern, although
it seemed to be answered in a
roundabout way. I think I still
might have a problem with it and
will have to wait for a few days to
see if this happens.

Nothing I can think of. Only

slight problem was the noise in
the background while I was on
the phone

I was at work when I

phoned in and
communication wasn't
that good - I wasn't
entirely sure that she
understood what I was
trying to explain

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.

Top 3 Common Issues

_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

Empathy & Acknowledgement

Tools
1.3
Below are the tools that we use to empathize with and acknowledge the
customer. Add two more examples under each category. Examples have already been
provided for you.
Empathy / Apology
I can see why you are upset.

Selective agreement
You have a valid point.

Accountability & Assurance

Let me look into this right away.

Focus on what can be done

What I recommend you to do is

Building Rapport

1.4

How are you doing today?

Affirm
Yes. I got it. / Thanks for raising
this.

Appreciate
Thanks for raising this.

Commend
Youre doing great as power seller.

Identify what the member needs. Afterwards, write an appropriate

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

1. So once I follow the steps youve

provided, Id be able to access my
account again. Am I right?
2. I feel that eBay only favors buyers
when its us sellers who actually give
income to eBay.
3. I cant pay for my item. Ive tried
it several times and it did not work!
4. I really want to resolve this but
my trading partner is just not
responding. Im lost.
5.
___________________________________

What the Customer

Needs

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. _______________________________________________________________

Using the Tools Effectively

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.

Ineffective Empathy / Acknowledgement

As what I have mentioned, we really apologize.
I do understand. However, you will not wait 30 days.
Customer: Thats a great name!
Teammates: Can I have the item number?
Customer: I just think you need to check this seller.
Teammate: Okay, I will. Can I have the item number?
Im sorry to hear about what had happened. Im sorry to hear that
this happened several times.
I understand where youre coming from (sounds happy)
Customer: What do you mean public data? Are you giving away my
bank account information?
Teammates: We dont.

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

What you can do

Personalized Statement

1. Frustrated

Long wait

Speed things up
Not waste time

I can see why youd feel

frustrated over the long wait. I
dont want to waste any more
of your time so Ill make sure
to speed things up for you.

2. Upset

Misunderstanding

Clarify

3. Confused

Process

Walk through
Explain

It seems that youre upset

because of this
misunderstanding. Ill do my
best to clarify things for you.

4. Disadvantaged

Protection policy

Explain how youre

protected

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.

Keys to delivering effective empathy statements

1. Name the emotion anger, frustration, upset
2. Identify the source of the emotion the delay, forms, product failure

Emotion

Examples

anxious

o I realize that you're anxious for your safety.

concerned

o I understand you're concerned that your payment might not arrive on time.

confused

o Tim, I understand that submitting documents can sometimes be confusing, so I listed

below all the necessary files you need to prioritize.

constrained

o I understand that you feel constrained because of our current guidelines, so I outlined
some steps that could help you.

difficult

o It must have been difficult for you to wait two weeks.

disappointed

o I can understand your disappointment regarding the delay.

dissatisfied

o Purchasing a faulty item can be dissatisfying.

distressed

o It must have been distressing for you to not receive any response from your trading
partner.

doubtful

o I understand that you feel doubtful about exchanging contact information.

frustrated

o I know it can be frustrating to have to complete these forms.

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

o John, it sounds like youre reluctant to continue with this transaction.

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

o It seems that your trading partners actions are troubling you.

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

o I understand youre worried regarding the outcome of the case.

Application - Delivery

1.10

Read the following member queries. Afterwards, do mock calls for

each concern with different partners.

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.

Its blocked. I cant open a

return with this bag in the
Resolution Centre. Please try
it yourself. Its not possible,
so I cant follow the advice of
the previous representative I
spoke with. Please help me
with this.

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.

[Write 1 concern here]

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

Sample Call [Transcript]

How can I help you today?
I think its quite simple. You could on my account and youll see a case has been
opened for me not paying something
Okay let me go ahead and check this. Its a vintage class aurora.
Ill quickly explain it to you. I bid on an item and after I bid on it, my computer was
hit by a Trojan virus. What it did is It completely wiped out everything and corrupted
it. That was before the double bank holiday. You know the royal wedding. Its very
hard for me to find someone to sit through it. So I contacted my partner and I said,
Could I pay you through check?. He said, that would be fine. So I sent him a
check, but I had heard nothing from him. He then asked me if I had sent the check,
and I said I had. If you havent received the check, and moneys been stolen, I could
stop it.
He never responded to me again. Now the problem is my computer still has a virus.If
you noticed, I made him well aware of it. I cant use Paypal. Hes well informed it. The
only way I could pay him is by check or I have to have internet access at my local line
office. And then he sent me a case saying, the line is now shut till Monday.So what
hes done is, hes completely secluded me. Im afraid Ill get a black mark under my
name, and he has not communicated with me.
So I want to know. Ive asked him today, I dont know if hed respond, but Id ask him
maybe if he could retract this case and relist it. If he relists it, then it would save the
problem. To be perfectly honest, and this is honest, the bank says theres something
strange about the check activity. I have no guarantee that if I Send him money, and if
something happens, Id have any help from him, with him being a difficult person. And
certainly dont want to get to feedback issues hes talking about. Im always afraid of
leaving negative feedback in case of retribution because Im a disabled concern,
thats why I am fond of using eBay. I am concerned now, I am frightened to divulge
this person my name and address, because hes behaving in a strange manner when
Ive been honest with him all the time.
I see not a problem. Actually Im looking here that the case is still open. You dont need to worry,
once the case has been closed I can help you not to have the unpaid item strike in your account .
However, we need to wait for the case to be closed. Or if we can communicate with the seller,
its better. So that umm..
Hes saying now that hes charging me for the item and the fees. I dont know if its
true or not.
Okay. Regarding with this, you dont need to worry because Well forward this to the right
department Right now, Im looking here as well that the case is still open. We have to wait that
the case should be closed and it will be recorded in your account. Alright?

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.