The document discusses the importance of empathy in customer interactions, outlining how to develop empathetic behaviors and overcome barriers to effective listening. It emphasizes understanding customers' cues, maintaining an appropriate tone, and using positive language to enhance communication. Various exercises and assessments are provided to help individuals improve their empathetic listening skills and manage personal biases.

1. Empathy in Action

2. Can you put yourself in their shoes?

3. Can you put yourself in their shoes?

4. Which scenario is easier for you to connect to? Which one is more difficult?

5. One Size Doesn’t Fit All

6. It’s important to show empathy to customers in need .

7. What gets in your way? What stops you from being empathetic?

8. Common Barriers to Empathy

9. How do you personally define empathy?

10. How does empathy work? By combining various elements of empathy, instead of including just one , connecting with the customer can be achieved faster and more convincingly.

12. Empathy is a Combination of Behaviors Working Together in Harmony

13. Empathy in Action Learn how to overcome barriers to listening empathy. Understand the expectation of empathetic behavior. Recognize empathetic cues. Understand how empathetic behavior will be assessed and measured.

14. Today’s Course Activities Collaborative Assessment Exercises Individual Assessment Exercises Group Discussion Assessment of Learning

15. What gets in your way of listening?

16. Listening Exercise Listen to the following conversation. Then, answer the following questions: 1. Why was the insured calling? 2. What indication did she give that she was not satisfied with her experience? 3. How long did she say she had been waiting for a call from the adjuster? 4. Who did she say called on her behalf the day before? 5. What it is the name of her mortgage company?

17. What are some ways to Listen better?

18. Keys to Effective Listening Focus Avoid Multitasking Listen Objective Summarize Sit with Good Posture Do not focus on delivery Do not interrupt

19. What Gets in the Way of the Insured’s Ability to Listen?

20. What Gets in the Way of the Insured’s Ability to Listen? Interrupting Sarcasm Laughing Tapping Loud Breathing Silence Frustration Sidebar Conversations Any others?

21. Listening Exercise Listen to the next series of audio recordings. What distracting behaviors could get in the way of the insured’s ability to listen? Discuss as a group.

22. Listening Exercise Listen to the next series of audio recordings. Discuss the nature of the calls as a group.

23. What personal biases can influence our ability to listen with empathy?

24. Personal Biases That Can Influence How We Listen? Money Region Job Language Education Understanding of insurance History with Insured Any others?

25. Word Choice C hoose service words that encourage or discourage a positive claims handling experience. Positive 1 Negative

26. Word Choice C hoose service words that encourage or discourage a positive claims handling experience. Positive Thank you 1 Great Satisfaction Excellent Value Welcome My Pleasure Negative Fault Blame I Told You You Didn’t You Claim Misinformed If you would…

27. Avoid Trigger Words Why But Sorry Problem No Policy Try

28. Trigger Word Replacements Why But Sorry Problem No Policy Try ______________ ______________ ______________ ______________ ______________ ______________ ______________

29. Avoid Slang & Colloquialisms Cool Yup Nope Uh-huh My Bad Sweetheart Bless Your Heart Honey

30. Reading Between The Lines of Cues What are they really saying? We lost everything. I’m confused. I don’t know what to do? Can you help me? You are making me angry! I’ve been transferred three times!

31. E mpathy = M aking C onnections in two ways Acknowledge cues and show action

32. Your Turn! Make your own E=MC Statements 2 Acknowledge Action +

33. Acknowledgement + Action Statements I am very sorry to hear that. I am sure that is very overwhelming. Let’s start by getting your loan number. I understand. I will assist in any way I can. I appreciate you explaining the situation to me. I will answer as many questions as you need. Thank you for your patience. Please allow me to transfer you to the right extension.

34. It’s Not Just What You say…

35. It’s How You Say It Stressed Happy Scared Frustrated Sneaky Quickly Slow and low Ham Sandwich

36. Elements of Empathetic Tone

37. Pitch How high or low your voice is when projected

38. Hum Happy Birthday This is your natural pitch

39. Pace How quickly or slowly you are speaking? Effects of Speaking Too Fast Effects of Speaking Too Slowly

40. Volume How soft or loud you are speaking Effects of speaking too soft Effects of speaking too loud

41. Emphasis Which words are stressed and when Effects of placing too much stress on words Effects of placing not enough stress on words

42. May I Have a Ham Sandwich Please? May I Have a Ham Sandwich Please? May I Have a Ham Sandwich Please? May I Have a Ham Sandwich Please? May I Have a Ham Sandwich Please ? May I Have a Ham Sandwich Please? May I Have a Ham Sandwich Please?

43. Timing Knowing when to express empathy What are the effects of over-stating empathy? What are the effects of not expressing empathy at the right time?

44. Identify The Errors in Tone Listen to the series of dialogues. Identify the errors in pitch, pace, volume, and emphasis. Scenario 3 Scenario 2 Scenario 1

45. Maintaining Empathetic Tone During Difficult Calls

46. Instant Solutions Listen for cues and acknowledge them Remember that any anger is not about you. Remain calm Acknowledge +Action Wait until emotions ease to continue with process Be prepared Find common ground Avoid trigger words Maintain empathetic tone Treat person with respect Avoid escalation by having to be right

47. Is It Possible To Be Too Empathetic?

48. Avoid Inserting Personal Biases Maintain composure Maintain professionalism Don’t take sides Avoid expressing personal biases

49. What personal biases can influence how we feel about a call? Money Region Job Language Education Understanding of insurance History with Insured Any others?

50. Delivering Bad News Avoid overuse of “I’m sorry”. Be honest State alternatives Use positive words Give timeframes Take ownership Maintain empathetic tone

51. Empathy Assessment Ability to respond to empathetic cues appropriately and timely Timing Pitch Pace Volume Silence Inaudible Signaling Word Choice Trigger Words Slang/colloquialisms Editorializing Delivering bad news Verbal Expressions of Empathetic Behavior Ability to avoid behaviors that may impede listening. Active and Empathetic Listening

52. Learning Event Assessment

53. Assessment 25% Terms 25% Short Answer 50% Scripts