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Developing Agent Empathy Through Emotional Intelligence
- 5. Developing Agent Empathy ThroughEmotional Intelligence DaveSeaton, CCXP Founder& Principal | Seaton CX ©2021SEATON CX LLC. All RightsReserved. 5
- 6. Agenda • Why it’s important for contact centers to understand and practice customer empathy • How to use emotional intelligence to recognize and respond to customer emotions • How to coach agents to improve their emotional intelligence and empathy skills 6 ©2021SEATON CX LLC. All RightsReserved.
- 7. WebinarGoals • Be the best businesswebinarof 2021 • Have fun learningaboutemotionalintelligence • Introduce concepts and skillsthatwillchange your life • Give you actionable,practical,tacticsthat you can use at work tomorrow 7 ©2021SEATON CX LLC. All RightsReserved.
- 8. Poll#1 • I manage agents, directly or indirectly, that support customers on the following channels: • Phone • Live Chat orMessaging • Email • Social • I don't manageagents 8 ©2021SEATON CX LLC. All RightsReserved.
- 9. What is empathy? Empathy is the ability tosense another person’s emotions and understand what they arefeeling and why. 9 ©2021SEATON CX LLC. All RightsReserved.
- 10. What is Empathy? Empathy IS • Paying attention to another human being • Understanding which emotion(s) they are feeling • Demonstrating that you understand their world Empathy IS NOT • Agreeing with the other person’s perspective • Accepting their values or beliefs • Being niceor giving out hugs 10 ©2021SEATON CX LLC. All RightsReserved.
- 11. Any customer service interaction is four times morelikely to drive disloyalty than to drive loyalty. - TheEffortlessExperience 11 ©2021SEATON CX LLC. All RightsReserved.
- 12. Customer Effort is Mostly Emotion 12 ©2021SEATON CX LLC. All RightsReserved. 65% 35% Exertion Required from Customer The number of steps and actions required during the service experience Interpretation Made by Customer Customer’s subjective impression of how the rep made them feel during the service experience Source: The Effortless Experience by Matthew Dixon, Nick Toman, and Rick Delisi
- 13. Poll#2 • How familiar are you with Emotional Intelligence (EI)? • I've neverheard of it before • I'm awareofthe conceptbut haven't studied it • I've formally studied EI (leadership training, webinars, books) • I've intentionally practiced exercises to improvemy EI • I understand EI and I think it's overrated 13 ©2021SEATON CX LLC. All RightsReserved.
- 14. Emotional Intelligence 14 ©2021SEATON CX LLC. All RightsReserved.
- 15. Your Brain Has 3 Systems 15 ©2021SEATON CX LLC. All RightsReserved. Emotional ⇔ Rational Connection Source: Emotional Intelligence 2.0 by Travis Bradberry & Jean Greaves
- 16. 4 Emotional IntelligenceSkills 16 ©2021SEATON CX LLC. All RightsReserved. Self Awareness Self Management Relationship Management Social Awareness Personal Competence Social Competence
- 17. You Feel6 BasicHumanEmotions 17 ©2021SEATON CX LLC. All RightsReserved. Happy Afraid Ashamed Proud Angry Sad
- 18. Each Emotion Has Degreesof Intensity 18 ©2021SEATON CX LLC. All RightsReserved. Happy Angry Sad High Elated Excited Thrilled Overjoyed Furious Outraged Seething Irate Depressed Dejected Hopeless Miserable Medium Cheerful Good Relieved Satisfied Upset Mad Frustrated Agitated Heartbroken Somber Let down Melancholy Low Glad Contented Pleased Annoyed Irritated Touchy Unhappy Moody Blue
- 19. 5 Emotions from Pixar’s “InsideOut” 19 ©2021SEATON CX LLC. All RightsReserved.
- 20. Coaching Agents 20 ©2021SEATON CX LLC. All RightsReserved.
- 21. 4 Words That Engage Your Rational Brain 21 ©2021SEATON CX LLC. All RightsReserved. “experiencing a difficult emotion” Tip #1 He is – She is – I am Flip the switch in your own head first
- 22. PracticeLabelingEmotions • Watch scenes from movies and label the emotions each actor is portraying. • Naming an emotion moves your brain activityfrom the Limbic system (Emotional) to the Cortex (Rational) center of the brain. 22 ©2021SEATON CX LLC. All RightsReserved. Tip #2 Improve Emotional Intelligence while having fun
- 23. What emotion isLuke feeling? 23 ©2021SEATON CX LLC. All RightsReserved.
- 24. What emotion isLuke feeling? 24 ©2021SEATON CX LLC. All RightsReserved.
- 25. Teachthe Late-night FM DJVoice • Use selectively to make a point • Smile • Inflect your voice downward • Speak slowly and calmly 25 ©2021SEATON CX LLC. All RightsReserved. Create an aura of authority and trustworthiness Tip #3 Source: Never Split the Difference by Chris Voss
- 26. EncourageMirroring • ”Mirroring” is repeating the last, or critical,1-3 words the customer just said. • The average tip of the waiters who mirrored was 70% more than of those who used positive reinforcement.1 26 ©2021SEATON CX LLC. All RightsReserved. 1. Never Split the Difference. Chris Voss. The closest they’ll get to a “Jedi mind trick.” Tip #4
- 27. CreateEmpathy Statements 27 ©2021SEATON CX LLC. All RightsReserved. I would be frustrated too in that situation! Show them what to say when they don’t know what to say. That would make me anxious, too. I can tell you’re disappointed. I understand why you contacted us again. Tip #5
- 28. 37 Phrases to Show Customers Empathy Based on EmotionalIntelligence 28 ©2021SEATON CX LLC. All RightsReserved. Download: bit.ly/37empathy
- 29. References& Acknowledgements 29 ©2021SEATON CX LLC. All RightsReserved. plus countless articles, podcasts, speeches and 1,864 days of practice.
Hinweis der Redaktion
- About Me
- Overview of Agenda Focus on tactical take-aways Cover the theory so you understand why the tactics work
- Why they should stop multi-tasking and pay attention
- Introduction Story – Director of IT at Safety Net Hospital
- If you’re a fan of Effortless Experience, you may recall the authors saying that “soft skills” has “no statistical impact on customer effort.” But remember how they defined soft skills – being friendly, personable, and professional to all customers. In other words, robotic. While the authors don’t mention “emotional intelligence,” they talk extensively about anticipating a customer’s emotional response and preemptively offering solutions that are mutually beneficial. Experience Engineering is rooted in empathy and emotional intelligence.
- Explain 3 systems in the brain Superhighway analogy Emotional Intelligence can be improved – you can do road construction and turn the 2 lane country road into a super highway This is what I did and I improved my emotional intelligence 14% in one year.
- Explain Bring back to customer service – managing the interaction to minimize disloyalty. Transition: To be aware of emotions and manage emotions, we need to know what emotions are.
- Humans have about 34,000 emotions. But that’s too many possibilities to worry about when I’m trying to make a business decision. I need a simple, working model that’s going to be right most of the time. Remember the Pareto principle – or the 80/20 rule? How can we do 20% of the work and get 80% of the results. That’s the point here – I can memorize, and then internalize, 6 emotions. Then, I can make quick evaluations and decisions. This really helped me when I was learning to name my own emotions.
- Here we start to see different words describing those 34,000 emotions
- If you don’t like my model, use this one. It really doesn’t matter which model is “more right” – you just need a model that is good enough to improve your business outcomes.
- Nursing QTIP – Quit Taking It Personally
- This has been observed with brain scans.
- Mirroring establishes trust – it’s an unconscious signal that we’re alike. This is going to feel super-awkward the first few times you do it. But that’s the only hard thing about it. Keep a calm voice – mirroring is great for getting clarification.
- Acknowledge emotions without making a big deal about them, marginalizing them, or dismissing them. Bradberry: “You don’t have to agree with the way people are feeling, but you do have to recognize those feelings as legitimate and respect them.”
- Go to this link and you can download 37 ready-made empathy statements. This free guide contains instructions for how to use the empathy statements, and then 37 ready-made empathy statements on a one printable page. You can print this page and hang it in your workspace so these statements are on hand for those moments when you can’t find the words.