H.E.A.T.

Hear by actively listen to the caller and understand the issue / concern

Empathize with on a human level; be genuine

Apologize for the problem or inconvenience (this is not the same as accepting blame or agreeing with what is stated)

Take responsibility for action by:

    • Repeating and clarifying your understanding of the situation
    • Offer options and recommendations on what you CAN do

 

“H” stands for “HEAR

  • This simply means that you give an ear to the customer’s issue
  • Hearing the customer out and actively listening to the customer makes a tremendous difference

 

7 key active listening skills

 

“E” is for “EMPATHIZE” or “ENGAGE” with the caller

  • By expressing genuine empathy, you are letting the customer know you care
  • Positive phrases and empathy statements for customer service:
    1. “Thank you for bringing this to our attention”
    2. “I completely understand how frustrating that must be”
    3. “I’m truly sorry to hear about your experience”
    4. “Great question, let me find out for you”
    5. “I really appreciate your patience”
    6. “Here’s what I’m going to do for you”
    7. “Thank you for your understanding”
    8. “I’d be happy to recommend…”
    9. “I can understand that must make you feel upset and we will work to fix this situation for you”
    10. “I can understand that times are very difficult; let’s see what we can do for you today to make it better”

 

“A” is for “ACCEPT RESPONSIBILITY”

  • You are willing to apologize on behalf of the company you work for and you will do whatever is in your power to improve the situation
  • Offer an apology even if the problem is not your fault; don’t blame someone else
  • Often all the angry person wants is to hear the words, “I’m sorry”
  • This is a great time to ask detailed questions to better understand the situation if necessary
    • “I’m going to do everything I can to help. To do that, I need just a few more details, is that okay?”
      • If they say no or continue complaining, go back to H and E
      • If they say okay, proceed to ask whatever details you require

 

“T” is for “TAKING ACTION”

  • Take action
    • Do something to change the situation within your power
    • Connect the customer with the right person
    • Let the customer know you have done everything you could have done to make the situation better
  • Once you’ve heard the person out, empathized with the situation, offered an apology, let your customer know what you will do about the situation and do it
  • Even if your action is to take the issue to a supervisor / manager for resolution, act without delay and let the customer know how you are handling the problem