How To Deal With An Upset Insurance Customer: Confirm, Clarify and Tone
In yesterday’s post, we discussed why you need to listen to an upset insurance customer. And we do mean listen to them. They have likely had a long, tiring experience, so it’s important to let them let all of that out.
It’s important to wait until they are done expressing all of those feelings. If you interrupt them, you’ll essentially be starting them over and there is no need for that. Sit back and prepare to witness a wave of emotion and details.
Then, when it’s your turn to speak, watch your tone. A lot of times, when we encounter someone having a lot of feelings we get sucked into that and we start sounding irritated or escalated. But you need to not do that. Instead, use soothing, calm tones.
Be careful not to sound condescending, like you are talking to a child. But it’s more likely that you are going to need to soften your tone rather than harden it.
Empathize with them and their position. This is where Kelly says that you need to “confirm, clarify, and tone.”
What that means is you begin the process of confirming their experience, clarifying a few details that will help you help them solve this, and all the while keeping your tone calm.
Use phrases like “I can understand why this is frustrating…” “Can you tell me more about (some details)?”
You really need to empathize with an upset insurance customer, letting them know that you understand where they are coming from and will do your best to help them without derailing their emotional process.
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