FirstLineCoach
Closing call when customer is unhappy
D1 — Directive1. Diagnosis
Agent has difficulty in handling a conversation where they cannot give the customer what they want; agent cannot close down the call effectively.
2. Behaviour Observations
What you might see or hear that points to this pattern.
- Agent is driven by a pre-prepared script for the call which they do not deviate from.
- The agent is listening less than usual to the customer's response to their questions.
- The agent has not thought about what the customer will still need to do after they have completed this interaction.
3. Session Objective
The objective of the session is to help the agent carry out a pre-call preparation process which will make them more prepared to interact effectively with the customer.
4. Session Tactics
How to prepare for and structure the 45-minute call review.
Introduce agent to a 7-stage process to prepare to make the call: 1) Write down what the customer actually asked for 2) Write down the customer's deeper concerns 3) Write down our proposed resolution 4) Write expanded resolution — what else can we do 5) What is our reason for NOT doing as the customer wants 6) Why does this reason also protect other customers 7) Write down what will happen on both sides after the call is concluded.
5. GROW Experiments
Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.
Get the staff member to use the 7-step call preparation process for at least 1 call per week — make sure they go through their thinking with a TL or colleague prior to the call.
Focus on the after-call work. Ask the staff member to be able to articulate everything that will happen after the call is completed until the situation is stable — stable does not mean happy.
Focus on the company as a valuable social institution. Often when the customer is turned down for policy reasons, the decision is made at least in part to protect other customers. Have the agent think through this reason before stating 'policy' to customers.