Empathy

EMPATHY

Redirect > Listen > Recognize > Relate > Repeat

"I want to thank you for taking the time to speak with me today with your concern. Your business means a lot to us an I am more than willing to help you out."

"I perfectly understand where you are coming from. We need to go through the verification process to ensure security of your account. Let me assure you this will not take too much of your time, [Name of Cust]."

"I would feel the same if I were in your situation. I will exhaust all possible options to further assist you today."

"I would hate it too if that will happen to me. I will exhaust all possible options to further assist you today."

"These days may be hard for you, [Name of Customer]. Let's work together in identifying the best option to.."

"I appreciate the fact that you…My only ask is for your patience to transact with us for the mean time or try our other payment methods while waiting for…We just need to secure…."

REDIRECTING:

"Let's see what we can do.." "I'd be happy to look into this for you" "Let me get this resolved for you" "I’ll do my best to get this resolved for you" "Let's work together in resolving this for you" "Let me check the best option for you.." "No worries, I am happy to help you" "Let's go over what happened"

Power Words:

1. Absolutely. 2.Certainly. 3.Great. 4.Perfect. 5.Wonderful 6.Impresive 7.Exactly 8.Splendid 9.Excellent 10.Definitely 11.Fantastic 12.Marvellous 13.Brilliant 14.Incredible 15.Amazing

Empathy: 1.I'm sorry you had to experience this. ... 2.I understand how frustrating this must be for you. ... 3.You're right, this shouldn't have happened. ... 4.I understand how this could be confusing. ...
5.I’m sorry you had to go through this….” 6.I cannot even fathom how distressing it must be to….” 7.I recognize the difficulty of the issue, but let’s strive to find a resolution.” 8.What you have gone through is equally unacceptable to us as it is to you.” 9. I sincerely Apologized to hear that you would like to Close your Account, that's the Least we want to hear from your 10. I'm so Sorry to hear about what happened, in behalf of Ally pls accept our Condolences.

Acknowledging a Customer: 1.I realise that this situation is difficult, but rest-assured we will find a solution for you. 2.I would feel the same if this happened to me. We will sort this out. 3.I'm sorry to hear you are having these problems. We will get this resolved as quickly as possible. 4.Thank you for reaching out to me about this. 5.I completely understand why you would want that. 6.I cannot begin to imagine how upsetting it must be to…. 7.Great Question! I will find best answer for you 8.Thank you for taking the time to Explain that 9.Thank you! We can Certainly help you with this.

For when you’re understanding the problem and working to resolve it 1.Let me know if I've properly understood your problem. 2.I understand that you’re pressed for time, I’ll do my best to provide a quick resolution 3.I’m looking into your problem right now, Pls Bear with me. 4.Our team is working to resolve this as quickly as possible 5.I really appreciate your patience 6.Now that I know what is going on, I will certainly try my best to resolve it for you.” 7.I’m really sorry to hear that. I will do all that I can to fix this.” 8.Please let me know if I've Misunderstood anything"

For when the problem is resolved
1.Thanks for being so cooperative! 2.Let me know if that works for you? 3.Is there anything else I can help you with? 4.I hope i was able to make your Day better. 5.I appreciate your Time Chatting with me Today! 6.Thank you for allowing me to Assist you today!

**Reassurance Statements ** 1.I’d be delighted to help you. 2.Your experience has been undeniably unsatisfactory. I will ensure that this problem is addressed. 3.Don’t worry, you have the best person on the phone to assist you. 4.Let’s figure it out how we can solve this together. 5.This sounds extremely frustrating, let me do my best to resolve this for you. 6.I would feel the same if I were in your shoes, but we/I will definitely sort this out you.

Always use We to represent the Bank and it may sounds that you are trying to work with the Customer.

Empathy and Acknowledgement in Money Movement: (Use when applicable)

"I want to set your expectations..."

"I understand the urgency of this transaction, (customer name). If that's the case, you have two options..."

"I understand the urgency of this transaction, (customer name). Here's what happened..."

"As of checking your (payment process) cannot go through. Here's what I/you can do..." [Provide explanation if the customer asks]

"I stand to be corrected..."

"I hate it when it happens to me to, we are just avoiding for your possible money loss..."

"We value your security and we don't want you to experience a possible money loss..."

"I assure you that your money has no wherr to go but to your (account type) ending in xxxx."

"No worries! I can cancel the transaction..."

"Yes, you can cancel this transaction, if you want, I can provide you a walkthrough online..."

"Upon checking, I am not seeing any issues on this transaction..."

When a joint owner chats in about the concern of other joint owner (mostly husband/wife)

Empathy:

I understand where you're coming from, (customer name). As a customer myself I would probably do the same thing. Yes, our goal in Ally is to provide you a seamless service while we also value the security of your account. For joint owners, you have the same rights and responsibilities to the account but you still have a different account-specifics information that we can only provide if we are talking to the authenticated account holder.

I can provide a general information about the xxxx inquiry of your wife/husband but for better assistance, I highly suggest that you let your husband/wife log in to their accounts via online or in mobile app and chat with us or call us through our 24/7 contact center (Ally Phone Number).