I’ve been noticing that some calls from concerned pet owners can be quite challenging to handle, especially when they’re upset… One thing that really helps is active listening; I often repeat back their concerns to show I understand. What strategies do you all use to ease tensions during tough conversations?
Totally agree on active listening! I also find it helps to have some calming music playing in the background during tough calls. What do you think about that idea?
It’s so important to stay calm yourself during those calls. When I talk to upset pet owners, I try to match their energy but also provide a steady voice. It can help if you acknowledge their feelings with phrases like, ‘I understand how distressing this must be for you.’ Have you found certain phrases that really resonate with callers?
When I’m on a tough call, I find it really helps to acknowledge the pet owner’s emotions right away… Saying something like, ‘I understand this is really stressful for you’ can set a tone of empathy. Have you tried leading with validation, @chloe_92?
I’ve found that giving the caller a moment of silence after acknowledging their feelings can sometimes help too. It lets them gather their thoughts, and it shows you’re genuinely listening. @lindsey_barnes23, do you think that might work in your conversations?