FirstLineCoach
When the customer attacks the company
D3 — Supporting1. Diagnosis
Agent is defending the institution rather than focussing on helping the customer.
2. Behaviour Observations
What you might see or hear that points to this pattern.
- Agent is asking questions which give the impression that they may not believe the customer.
- Agent is offering their interpretation of events before actually listening to the customer's detailed description.
- Agent is interpreting their role as 'getting to the truth' rather than 'understanding the customer'.
3. Session Objective
This can be a challenging session as often this issue occurs with very experienced and otherwise competent agents. If an agent has long understood their job to be one of getting to a 'fair' interpretation of events then they are likely coming across as unfriendly and obstructive.
4. Session Tactics
How to prepare for and structure the 45-minute call review.
A starting discussion about the customer's predisposition to the company before calling can be useful. Ask: 'Does the customer expect you to be even-handed or to stick up for the company?' Most agents can see the customer starts with the expectation that they will defend the company. Then ask: 'What can we do to help the customer understand that we are on their side?' Another useful line: consider the actual downside of simply accepting the customer's version of events, even if the agent has doubts. In most cases, the cost to the company is very small — far less than the cost of the customer feeling disbelieved.
5. GROW Experiments
Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.
Always ask the customer about their request regardless of the amount of information already available. Ask questions in Q1 until the CUSTOMER feels they have fully explained.
Make a clear promise of what you will do for the customer at the start of the call (your role). By declaring their role as customer support and advocate they will start to act more consistently with their declaration.
For outbound calls: make the call earlier and with much less preparation than normal. This gets them to listen to the essence of the customer's issue before getting stuck in the details.