WEBVTT 0:00:00.550 --> 0:00:05.920 Show empathy. I'm sure you guys are all very familiar with empathy and how 0:00:05.920 --> 0:00:09.670 important it is and I'm just going to give you some specific tips for how we 0:00:09.670 --> 0:00:15.099 can do that in an email and in live chats. So the first thing we need to look 0:00:15.099 --> 0:00:18.999 for when we're showing empathy is the way that customers feel and customers, 0:00:18.999 --> 0:00:23.079 whether they're speaking to us on the phone or they're writing to us they will 0:00:23.079 --> 0:00:30.339 show us or even tell us how they're feeling. The tendency is though is 0:00:30.339 --> 0:00:34.059 sometimes we just jump straight to the fix we just jump straight to the answer 0:00:34.059 --> 0:00:37.840 and we ignore the feelings that they told us about. They've told us about that 0:00:37.840 --> 0:00:41.140 for good reason because that's what's really important to them even more 0:00:41.140 --> 0:00:46.420 important sometimes than than solving their problem. It's actually have you 0:00:46.420 --> 0:00:52.480 listened to me. So have a quick read of this email, it's gone to a premium car 0:00:52.480 --> 0:00:58.030 company which will remain nameless but it is a real example. Have a 0:00:58.030 --> 0:01:03.129 look where does the customer in this tell us how they feel. There's two 0:01:03.129 --> 0:01:09.130 clear examples of it so in some ways when you read this you can get a sense 0:01:09.130 --> 0:01:12.970 of how the customer feels just from the way that they're writing but then they 0:01:12.970 --> 0:01:19.300 do actually tell us as well. So here so I'm not a happy camper when it comes to 0:01:19.300 --> 0:01:24.610 you. So first line they've told us they're not happy and then so and also I feel 0:01:24.610 --> 0:01:28.240 extremely letdown and frustrated. They are telling us, we've got to pick up on 0:01:28.240 --> 0:01:30.760 this the problem is when this premium car 0:01:30.760 --> 0:01:36.520 company went back to the customer this is what they sent and it's I think a bit 0:01:36.520 --> 0:01:39.790 of a shocker really. The first line here, thank you for your email yeah if you 0:01:39.790 --> 0:01:43.660 could send a screenshot over I will take a look into this for you so those 0:01:43.660 --> 0:01:50.920 doesn't really sell out as much care in there. So um and then it goes 0:01:50.920 --> 0:01:55.720 straight into the fix it just goes straight into what happened. It gets a 0:01:55.720 --> 0:01:59.650 bit defensive. With regard to the car type we will always try our best to 0:01:59.650 --> 0:02:03.640 allocate the chosen service. There's nothing in here about feelings, well 0:02:03.640 --> 0:02:08.580 there is actually but it's it's really poor. I don't know if you can spot where 0:02:08.580 --> 0:02:14.050 this advisor is picking up on the way the customer feels, but it's right at 0:02:14.050 --> 0:02:17.580 the end and it's this horrible sentence. I'm 0:02:17.580 --> 0:02:24.060 sorry for any inconvenience caused. Some of you might be sitting there going we 0:02:24.060 --> 0:02:27.510 use that all the time well not going to make any apologies for 0:02:27.510 --> 0:02:32.790 this just stop. It ban it now. You know why do I say this well it's any implies 0:02:32.790 --> 0:02:35.700 that there might not have been any but we know there was come inconvenience 0:02:35.700 --> 0:02:40.260 were more than that was frustration unhappiness. The other thing about this 0:02:40.260 --> 0:02:43.530 it comes right at the end so what that says to people, is this is the last, 0:02:43.530 --> 0:02:46.739 the least important thing you know. I've tagged it in, it's a 0:02:46.739 --> 0:02:50.250 standard line. I've probably put it in there to get a tick on my quality 0:02:50.250 --> 0:02:54.150 assessments but that can actually do more harm than good. 0:02:54.150 --> 0:02:59.970 So ban it, do not use this. What could we use instead? I'll show you one example of 0:02:59.970 --> 0:03:04.920 a different opening to this one and the empathy has to come at the beginning has 0:03:04.920 --> 0:03:08.610 to be the first thing you say first thing you write whether you're on live 0:03:08.610 --> 0:03:12.660 chat or email. You know when we're on the phone we do this instinctively you know 0:03:12.660 --> 0:03:16.080 as soon as we hear about a customer's problem and their feeling we empathize. 0:03:16.080 --> 0:03:20.160 So "Hi Michael I'm very sorry we didn't send you a VIP car the last three times 0:03:20.160 --> 0:03:25.340 you booked with this I understand why you feel frustrated and let down by this" 0:03:25.340 --> 0:03:31.290 Now even if you're using a standard template for the rest of this, by 0:03:31.290 --> 0:03:36.329 reflecting back the customer's language they instinctively tune in to us and 0:03:36.329 --> 0:03:40.590 they start listening and they believe that we've listened to them. So what are 0:03:40.590 --> 0:03:45.750 the words in here that the customer used? Well it was frustrated and letdown also 0:03:45.750 --> 0:03:50.250 by picking up on specific facts so "the last three times you've got booked with us" 0:03:50.250 --> 0:03:55.109 the customer knows we've read their letter so actually from there on if you 0:03:55.109 --> 0:03:59.940 use the standard template that you've kind of got the customer on board. You 0:03:59.940 --> 0:04:04.350 know they believe that you are writing to them and you care about them. 0:04:04.350 --> 0:04:08.760 Simply by reflecting back their language and it's really important when 0:04:08.760 --> 0:04:13.440 we do this when we're writing as much when we're speaking. Then you can go 0:04:13.440 --> 0:04:17.010 straight into the action we want to be you to be happy every time you book with 0:04:17.010 --> 0:04:22.830 us so please let me explain why this happened and what I can do for you. 0:04:22.830 --> 0:04:26.849 So what you want the customer to say as a result is wow they really listened and 0:04:26.849 --> 0:04:30.199 they'll say that when you use their language and pick up on that 0:04:30.199 --> 0:04:34.000 how they feel not just what happened.