To manage difficult conversations, you must...
You assure an upset customer that you understand and proactively address questions you think they may have as you discuss their rates.
You are online shopping while on a call with a customer.
Example of Empathizing
A merchant's business is in your hometown. You tell the merchant you are from there and ask if they've always lived there/moved/etc.
A customer is continually interrupting. You wait so long after the customer has finished speaking to respond that they ask if you're still there.
The customer is talking about their daughter's wedding and the costs of the dress and caterer. You do not respond to any of their personal comments.
Stay present, attentive, and engaged during difficult conversations so that you can achieve the results the customer is looking for.
A merchant has multiple increases on their account. You do not clarify which increases the customer would like to address before offering a solution.
Example of Taking Ownership
Example of Creating a Connection
You ask questions to understand the issue when a customer says they're paying for a terminal that doesn't work.
Example of NOT Empathizing
Example of Active Listening
Example of NOT Communicating Clearly
A customer continually interrupts you. You wait then assure the customer you can meet their needs and redirect the conversation toward a solution.
You minimize your team chat threads and email while on a call.
Example of Communicating Clearly
Soft skills help you to...
A customer is crying on the call due to the addition of a PCI fee. You respond by telling the customer they need to take an SAQ to remove the fee.
Listen, clarify, empathize, take ownership, and connect with the customer.
Example of NOT Actively Listening
Example of NOT Taking Ownership
Example of NOT Creating a Connection