To be great empathetic collectors; to be skilled at providing our customers with solutions, we must:
- Avoid offering programs too soon.
- Avoid sharing personal stories.
- Avoid judging the customer’s ability to pay.
Use the Pause to hear the customer. Did the customer hear your Acknowledgement?
Examples
Create your own effective empathy statement/response.
Customer: I lost my job due to this whole coronavirus thing and I am not sure what I can do.
Sympathy
Agent: I am sorry to hear that (you lost your job).
Agent: Yeah, a lot of folks are in the same boat.
Agent: I have some family members and friends that also lost their jobs.
Empathy
Agent: I can only imagine the stress you are under right now.
Agent: I am sure it is pretty scary losing a job during this uncertain season we are in.
Agent: I can’t even imagine the pressure you are experiencing.
Customer: I am on the front line and trying to keep my family safe while I am exposed daily.
Sympathy
Agent: I know that is tough. Good thing you have a job as others are not working.
Agent: That sounds pretty scary. I know I couldn’t do it.
Agent: I am sure you are having a hard time. I have friends also out in this stuff.
Empathy
Agent: I can't even imagine the daily stress of your job.
Agent: I can imagine you are pretty overwhelmed with everything. Let me be one of the first to say, "Thank you for your service."
Agent: I cannot begin to understand what you are going through. Please know many of us appreciate your sacrifice.
Customer: I can't believe you people are calling me about this! Don't you know what is going on in the world right now??!!
Sympathy
Agent: I’m sorry to bother you with this. I know the calls are stressful.
Agent: Yeah, things are crazy right now!
Agent: We are just trying to help you. We do have some programs to offer to you.
Empathy
Agent: I can only imagine the stress you are under right now.
Agent: I am sure it is pretty scary losing a job during this uncertain season we are in.
Agent: I can’t even imagine the pressure you are experiencing.
Ineffective Transitions (with or without a PAUSE).
Agent: We do have programs to offer you, if you would just give me a few minutes of your time.
Agent: We know people can’t pay right now, that is why we want to offer you a program.
Agent: If you are able to pay something now, I can help stop the calls.
Effective Transitions (after a PAUSE).
Agent: I want you to know my company cares. I would love to take a few minutes to discuss solutions with you.
Agent: I have lots of experience helping customers during this challenging time. Let’s see what you and I can work out together.
Agent: I am so happy you got me on the phone today. I am sure if you and I work together, we can find some options to help you through this.