What Are AER Statements?
AER stands for ‘Acknowledgement’, ‘Empathy’, and ‘Reassurance’. Bringing these elements together into a series of connected phrases is a tried-and-tested way to help agents better manage difficult or upset customers.
As outlined below:
Tuning into and accepting the customer’s problem and feelings.
For example, “I know how difficult it sometimes is to set up a new smartphone.”
Affirming the customer’s emotional state.
For example, “I can see why you must be frustrated.”
Confirming to the customer that they are in safe hands and you’ll be able to help them.
For example, “The good news is you’re through to the right person and I’m more than happy to help guide you through the process”.
When Is It Necessary to Deliver an AER Statement?
The short answer = whenever appropriate.
An agent should be able to pick up on a customer’s tone, stress levels, anger, or frustration and gauge when it’s the right time to deliver an AER statement in response.
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