The E.A.S.E. Engagement Method
It's a warm, sunny day. You've just had a delicious lunch - finished off with an ice cold cool drink. Perfect on a summer day. As you walk to your desk, everyone greets you. The boss gives you "the nod" as you sit down. Life is good.
The phone rings. You pick up. From the silence of your thoughts, you are plunged into a conversation that's already dialled up to 11. The customer is screaming into the other end of the phone. As they form each word mixed with emotion, expletives and accusations, you can feel the vein throbbing in their left temple. You feel blood rushing to your face. Butterflies run amok in the pit of your stomach. Every time you start to talk you are mercilessly cut off.
Eventually the storm clears. The customer has finished speaking. There is an eerie second of silence that feels like an eternity.
"What do I say to this customer?"
Anyone who's ever dealt with customers has faced this question. Finding the right answers can be a mix of trial and error, learning from failure and pure courage.
More difficult is coaching someone else how to respond to this challenge. How do you teach experience and instinct?
The E.A.S.E. Method is based on years of practice and thousands of once-angry-now-happy customers. I've used this method to upskill customer service representatives, and many of them have used it to train their teams.
The phone rings. You pick up. From the silence of your thoughts, you are plunged into a conversation that's already dialled up to 11. The customer is screaming into the other end of the phone. As they form each word mixed with emotion, expletives and accusations, you can feel the vein throbbing in their left temple. You feel blood rushing to your face. Butterflies run amok in the pit of your stomach. Every time you start to talk you are mercilessly cut off.
Eventually the storm clears. The customer has finished speaking. There is an eerie second of silence that feels like an eternity.
"What do I say to this customer?"
Anyone who's ever dealt with customers has faced this question. Finding the right answers can be a mix of trial and error, learning from failure and pure courage.
More difficult is coaching someone else how to respond to this challenge. How do you teach experience and instinct?
The E.A.S.E. Method is based on years of practice and thousands of once-angry-now-happy customers. I've used this method to upskill customer service representatives, and many of them have used it to train their teams.
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