eLearning about empathy and call control skills for CAMG agents

1. Trainer: David Garcia

2.  Difference between Sympathy and Empathy.
 Sympathy = I care for your pain.
 Empathy = I feel your pain
 Recognize and share the emotions of the other person
What is Empathy?

3.  2 sides of every customer interaction.
 Logical (procedures – what are you going to do to solve my problem?)
 Emotional (show empathy to convey your message to the customer)
 Don’t just say “I’m sorry to hear that” in every call. It works for neither
you, nor the customer.
 Actively listen and say what comes from within, not what you’re “told”
to say.
How can you apply it?

4.  People tend to retain about 25% - 50% of the info they’re given.
 Listen to understand, not to respond.
 Tips:
 Repeat the last words they said (verbally or mentally).
 Paraphrase once they’re done.
 Ask questions.
Active listening

5.  Chatty customers always raise your AHT to the sky.
 Once they catch a breath, politely interrupt by saying something like:
 I understand, but let me ask you something though ..
 Yes, it totally makes sense. Now, let me ask you this..
 The “but let me ask you something” should make them think that the
next question is related to what they’re saying. It probably isn’t, but it
brings them back in track.
Call control