Empathy in Communication – II: Empathetic Listening
Characters
- Narrator:
- Boss
- Roshan: He is in a front facing role with customers
- Angel:
Pratap: (on the phone; angry) Roshan, come in to my cabin. Now!
Pratap: (does not bother with formalities) Roshan, this is the limit. I have just gotten off the phone with another one of your clients who is requesting cancellation of his account. He escalated because he didn’t want to talk to you. Apparently, your customer feels you couldn’t care less about their needs. I would have given you the benefit of doubt, if this wasn’t the third client in four months who wants nothing to do with you. Roshan, we’re no ordinary bank…(Pratap’s voice trails off…Kunal hangs his head down). I have assigned this customer to another relationship manager. [angry] If this happens again, Roshan, maybe you should consider moving on!
Roshan is seen walking back to his cubicle, shoulders drooping, head down. Suddenly, an angel appears behind him/before Roshan
Angel: Hey Roshan. Tough day, huh?
Roshan (startled out of his wits…stands): Huh…wha??..Who are you?
Angel: (laughs) Easy! I’m…well…an angel, quite obviously. I’m known by many names. Call me Wisdom, if you will.
(The angel continues)
Angel: I saw all that happened to you today.
Roshan: An angel, eh? Am I that bad at customer service, that an angel had to come down to intervene?
Angel: Yes. Kind of….(laughs) Just kidding…Just want to help out. And by the way, it’s not as bad as it looks.
Roshan: (frowns): Not as bad? Did you not hear my manager? It’s just a matter of time before I am given the pink slip.
Angel: Not if we can help it. But first, let’s face it…Pratap has a point. You really do come across as disinterested and unapproachable
Roshan: Yeah, but I’m trying. I really am. I want to do a good job here. I want to be great for my customers.
Angel: Yes. That’s true too. I’ve seen you work, Roshan. You mean well, but you’re making mistakes with your customers that a lot of people do. Your mistakes appear bigger because you deal with premium customers.
Roshan: What mistakes? Tell me…
Angel: I’ll do one better. I’ll show you.
(The Angel takes Roshan up on a cloud)
Angel: Let’s rewind to your last customer interaction.
Customer (is complaining abut something; looks irritated, but not angry; drones on for a bit) …. and that’s why I’m so worried, Roshan.
Roshan (seated with his arms and legs crossed, across the table from the customer. He is leaning backwards with his torso angled away. He looks at the customer with a shifty gaze, and keeps his eyes mostly glued to his laptop): Says nothing
Angel: Pause! See, right there. Look at that.
Roshan: Sorry, see what?
Angel: Look at the way you’re seated. Your closed body language and lack of eye contact makes it look like you are disinterested in what the customer is saying.
Roshan: That’s not true… I am interested… Look, I was looking at the customer’s account details on my laptop. The customer was complaining about our services. I can’t act all excited or stare the customer in such a situation, now can I?
Angel: Of course not! But look at yourself there and be honest, do you look like someone you’d be comfortable opening up and talking to?
Roshan: No, actually.
Angel: And why not?
Roshan: It’s my body language. I look super defensive with those crossed arms and legs. And leaning back like that, it’s almost like I’m hoping the customer goes away quickly. And it doesn’t look like I was listening to the customer at all. But I was listening. I heard every word, honest…
Angel: Of course, you did. But how was your customer to know that? You’re right about your body language. So, what could you have done to assure them you were on the same page as them, as far as your body language is concerned?
Roshan: I think I could start by leaning toward them and making eye contact. I could ensure arms are not crossed as it signals that I’m closed off and not really listening.
Angel: Fair enough! Let’s move on…
