[EAR] Empathy, Acknowledgment, Reassurance
[EAR] Empathy, Acknowledgment, Reassurance
Last Update: Aug 01, 2024
Empathy
is the ability to understand and share the feelings of the customer. It involves recognizing the customer’s emotions and demonstrating that you understand their perspective.
Acknowledgment
is the act of recognizing and validating the customer's concerns or issues. It involves showing the customer that you have heard and understood their problem.
Reassurance
is the process of comforting the customer and providing them with confidence that their issue will be addressed. It involves affirming that you are committed to resolving the problem.
Why Empathize?
Importance:
Builds Connection: Empathy helps in building a personal connection with the customer, making them feel understood and valued.
Reduces Frustration: When customers feel that their emotions are recognized, it can help alleviate their frustration and improve their overall experience.
Enhances Satisfaction: Demonstrating empathy often leads to higher customer satisfaction, as customers appreciate a service representative who genuinely cares about their concerns.
Impact:
Empathy fosters trust and rapport, making it easier to address and resolve issues effectively. It can turn a negative experience into a positive one by showing that the company values the customer’s feelings.
Why Acknowledge?
Importance:
Validates Concerns: Acknowledgment confirms that the customer’s concerns have been heard and are taken seriously, which is crucial for effective problem resolution.
Shows Understanding: By restating or summarizing the customer’s issue, acknowledgment demonstrates that the agent fully understands the problem.
Prevents Miscommunication: Proper acknowledgment helps prevent misunderstandings and ensures that both the customer and agent are on the same page.
Impact:
Acknowledgment reassures customers that their issue is recognized and understood, which can lead to quicker resolution and reduced anxiety about the outcome.
Why Reassure?
Importance:
Builds Confidence: Reassurance provides customers with confidence that their issue will be resolved and that their concerns are being handled properly.
Reduces Anxiety: It helps alleviate any worries or concerns the customer might have about the resolution process.
Promotes Positive Experience: Offering clear steps and follow-up actions ensures customers that their issues are being actively addressed, enhancing their overall experience.
Impact:
Reassurance not only comforts customers but also strengthens their trust in the company’s ability to resolve their issues effectively, leading to increased loyalty and positive feedback.
EAR for Top Contact Reasons
Cancelation & Refund
Sample EAR Statement:
“Alam ko po na ‘yung sobrang tagal ng delivery time can be inconvenient sa part n’yo, lalo na kung kelangan n’yo na po ‘yung item. Let me check what I can do for you.”
Scenario 2: "Why is my order canceled?"
Sample EAR Statement:
“I understand how frustrating it can be nung nakita n’yong na-cancel ‘yung order, lalo na kung ini-expect n’yo na po itong ma-deliver. Let me look into this po and see kung anong nangyari."
Delivery
Sample EAR Statement:
“I understand po gaano ka-importante na ma-receive ang parcel n’yo as soon as possible. Let me check the status of your order and see what options we have.”
Scenario 2: "Why is my order a failed delivery?"
Sample EAR Statement:
“I know how frustrating it must be na hindi po na-deliver sa inyo ‘yung parcel, especially kung ini-expect n’yo na ito na ma-receive on time. Let me check this for you right away and see kung ano pong nangyari.”
Scenario 3: "I want to know why my order is delayed?"
Sample EAR Statement:
“Alam ko po gaano ka-importante na ma-receive n’yo ang item on time at it can be frustating na ma-experience ang delay ng delivery. Let me check the status of your order and see see kung bakit po na-delay.”
Payment
Sample EAR Statement:
“I understand how inconvenient this can be na di ‘nyo magamit ang LazPayLater, especially nung ready na po kayo mag-checkout. Check ko lang po ‘yung details ng LazPayLater dito sa account n’yo.”
Scenario 2: "Why can’t I use my Lazada Wallet?"
Sample EAR Statement:
“I understand how inconvenient this can be na di ‘nyo magamit ang Lazada Wallet, especially nung ready na po kayo mag-checkout. Check ko lang po ‘yung details ng Lazada Wallet dito sa account n’yo.”
Scenario 3: "I have a concern about LazPayLater."
Sample EAR Statement:
“Naintindihan ko po na may concern kayo regarding sa LazPayLater at importante po na ma-address natin ang issue na nai-experience n’yo ngayon. May I know the specific concern po para ma-assist ko kayo accordingly?”
Return & Refund; or Exchange
Sample EAR Statement:
“I’m sorry to hear po na hindi na-meet ng item ang inyong expectations kaya n’yo ito gustong i-return. Don’t worry, tutulungan ko po kayo sa return process.”
Scenario 2: "I want to file a refund."
Sample EAR Statement:
“Importante po sa’min na satisfied kayo sa mga binili n’yong items and I’m sorry to hear na hindi na-meet ng recent purchase n’yo ang inyong expectations. Don’t worry, I’m here to help you with the refund process.”
Scenario 3: "Why is my refund still not reflecting on my bank?"
Sample EAR Statement:
“I understand po gaano ka-importante na maibalik ang pera n’yo sa bank in a timely manner. I will check the status of your refund right now and balikan ko po kayo with an update.”
Scenario 4: "Why is the refund too long?"
Sample EAR Statement:
“Alam ko po how inconvenient it can be na mag-antay ng matagal sa refund n’yo than expected. I will check the status of your refund right now and balikan ko po kayo with an update.”
Scenario 5: "Why is my return/refund being rejected?"
Sample EAR Statement:
“I understand this can be frustrating nang nalaman n’yong na-reject ang <return/refund> request n’yo. I will look into this right away and ire-review ko po ang details ng request natin.”
Trust and Safety
Sample EAR Statement:
“Naiintindihan ko po gaano ka-frustrating at disappointing na maka-receive ng empty parcel. Rest assured, ipapa-investigate po namin ‘to kaagad.”
Scenario 2: " I have an unauthorized transaction on my account."
Sample EAR Statement:
“I understand how alarming and stressful this can be after n’yong makita na may unauthorized transaction sa account n’yo. We take these matters very seriously at ipapa-investigate po namin ‘to kaagad.”
Scenario 3: "Somebody used my GCash to purchase here on Lazada."
Sample EAR Statement:
“Alam ko po kung gaano ka-alarming and stressful na may ibang gumamit ng GCash n’yo para mag-order without your permission. Wag po kayo mag-alala, top priority namin ang security ng account n’yo at ipapa-investigate po namin ‘to kaagad.”
Scenario 4: "I received a parcel that I did not order."
Sample EAR Statement:
“Salamat po sa pag-reach out sa’min tungkol dito. I can understand how confusing and frustrating it must be na makatnggap kayo ng parcel na never n’yo in-order. No worries, we’ll look into this at ipapa-investigate po namin ‘to kaagad.”
Author: Kim Villaester Created: Aug 1, 2024