Disneys HEARD Framework For Customer Service Recovery Edu Ppt

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.