Take this lesson to learn more and don’t forget to take the accompanying quiz at the end of this lesson.
Roshan: ——-(Blank stare) – uh? Grey area where?
Angel: I’ll explain. Watch this…
The Angel fast-forwards the conversation to a point at the end of the conversation
Customer: I’m not sure about going ahead with your suggestion. I know it’s a premium brand, but I’m not sure if this bank is for me.
Roshan: Fine. I understand. If you change your mind at any time, please feel free to call me. Is there anything else I can do for you today?
Customer: (nods sideways and says without smiling): No. Thank you. (and gets up to leave)
The angel looks at Roshan.
Roshan (winces): Seeing this as I am from an outside perspective, that looks terrible.
Angel: Go on…
Roshan: I took the customer’s comment as an insult and got defensive. That was wrong. He was just stating his point of view – something all customers are permitted to. I ended the conversation there, when in fact that should have been the starting point for me. And I asked him to call me (winces again) after he specifically said at the start that he was having trouble getting me on the phone. (sighs) Now, I’m not surprised he wanted to close his account.
Angel: True. You said something interesting though…something about you ending the conversation when it should have been a starting point?
Roshan: Yes. I should have been curious about why they felt unsure.
Angel: And?
Roshan: Well, I should have asked them that. I should have said something like ‘I hear you when you say you’re not sure about my suggestion. Is there something specific that concerns you?’ ‘You said this bank is not for you. What experiences have led you to believe that?
I should have probed for content and context – what is the customer saying, why are they saying it.
Angel: Very good. See, I told you at the start. You’re not as bad as you say you are. Just negligent. Let’s recap everything you learned today.
Roshan: Yes. At the start of every conversation, I should
1. Use body language to convey that I am listening intently
2. Say nothing, just listen to the other person
3. Look for cues that the speaker has finished expressing himself/herself
4. Probe to understand content and context of what the speaker has said
Angel: And that in a nutshell is empathetic listening. Well done, Roshan.
Roshan: You are wisdom, indeed. Thank you for coming to my rescue.
Angel: Don’t thank me just yet. Let’s see if you’re able to put all you’ve learned today into practice tomorrow. Go home now and get some rest. I’ll see you here in the morning.
(the angel vanishes)
The next day, the previous customer who was assigned to another relationship manager, comes to Roshan first thing in the morning to close off some pending discussions.
Before the conversation begins, the angel is seen standing over Roshan’s shoulder. Roshan looks back and the angel smiles at him and nods.
The conversation begins. Roshan does a bang up job (animated conversation seen). The customer smiles broadly, shakes hands with Roshan, and walks out.
Roshan looks back and the angel gives him a thumbs up.
