Disneys HEARD Framework For Customer Service Recovery Edu Ppt
This PPT deck covers the concept of Disneys HEARD framework for customer service recovery. It elaborates the frameworks steps Hear, Empathize, Apologize, Resolve, and Diagnose. It also includes an activity to effectively explain the HEARD technique to the training audience.
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Content of this Powerpoint Presentation
Slide
1
This slide
covers details about what is HEARD framework.
Slide
2
This slide
covers details on how to Communicate Delivery Delays and Issues to Customers.
Here HEARD stands for Hearing, Empathize, Apologize, Resolve, and Diagnose and
it is essential for the Customer Service Recovery team.
Instructor’s
Notes:
Hear:
·
Customers
are naturally dissatisfied, if not outright irritated when they learn of a
delivery delay or problem. They may have strict timelines or expectations to
satisfy. It would help if you allowed them the chance to share their complete
uninterrupted story, whether through email, live chat assistance, or phone
·
You might
include a request for them to contact you if they have any more difficulties
during the resolution process in your post-purchase emails
Empathize:
Empathy is
the starting point for meaningful customer interactions. Empathetic statements,
which allow you to put yourself in the shoes of your customers, may help you
show more empathy in both email and verbal discussions with them.
“If I were
in your situation, I would feel the same way you do”
“You are
correct; that is a highly irritating/upsetting/frustrating experience”
Apologize:
To
demonstrate that you care about your clients, this should be one of your critical
guiding principles while discussing their delivery concerns. Outline the issues
that caused the delivery problem or delay. Be precise and open about what
occurred, demonstrate knowledge of your customer's problems, and relate to
their emotions.
Resolve:
·
It is
usually preferable to overcommunicate rather than under-communicate — tell your
consumer that you are trying to fix the issue
·
Keep them
informed at all stages of the delivery process and mark them as a priority
follow-up for your customer support employees
·
You may
even provide something to make up for the delay in your emails once you've
offered a genuine apology and begun expressing how you intend to address the
problem. It might be a coupon code for their next purchase or a gift
Diagnose:
Once you've
successfully handled the customer issue, it's time to review your customer
service or supply management processes to ensure they're up to date.
To
get you started, consider the following questions:
·
Is your
customer service personnel well-versed in communication, empathy, and
adaptability?
·
Could your
customer service representatives have handled a client problem more effectively
or quickly?
·
Examine
your customer service touchpoints – how are they performing?
Slide
3
This slide depicts an activity that customer service representatives can carry out using the HEARD technique.
Instructor’s
Notes:
·
The
volunteers will be provided with a scenario that may have occurred in the
company, something either familiar or comical to keep their interest
·
Encourage
the volunteers with the next step if they seem stuck in any of the steps
·
In the
end, have your judges discuss how the customer service representative handled
each step and come up with their diagnosis
Takeaway-
When a
customer is irritated or angry, it is not always our fault, but it is our
problem. Using a technique like HEARD is beneficial because it ensures that all
customer complaints handled are effectively and consistently. Although doing so
may feel clumsy and awkward at first, it will become natural for a customer
care executive to respond to complaints in this manner with practice.
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