Empathy-Driven Customer Support | Irene Griffin, FranConnect

In this episode we talk about an empathy-driven support model with Irene Griffin, the Director of Customer Support at FranConnect. The goal for her team is to listen and understand the customer needs, while building strong relationships. She talks about her hiring process and the importance of high-energy reps. She suggests that hiring the right customer support team is about finding a balance between skills and personality. Technology is natural for younger generations, which means it is easier to learn, but the ability to listen, understand and empathize with each individual situation is just harder. Listen to the full episode for the insights on creating a playbook that gives reps a sample call language versus scripted responses for a more empathetic approach.

What is the empathy driven support model? 1:19
How Irene team builds 8:02
How she manages responses with her team 11:27

“I stick with more of what a sample question might be where it’s just long winded, convoluted, there’s extra stuff in there, and again I’m not looking for the outcome as much as I’m just looking for the reaction and the ability to kind of parse it out, kind of stay cool, and be organized.” 6:40

https://www.linkedin.com/in/irenegriffin/