Has your client care team ever felt like the volume of interactions with clients can be a bit draining at times? The job of conducting initial phone calls with people seeking support who have all sorts of different personalities and energy levels is meaningful work, but can energetically sometimes take a toll.
But, consider this - There's a simple strategy that can make a world of difference, both for the client care team and the clients they serve. The practice of active listening can be a game-changer when it comes to building trust and making meaningful connections.
Of course, a lot of prospective clients who call are really just looking for information - about insurance, availability, that kind of thing. It’s easy to just rattle off the facts and move on to the next call, but that's not all that client care coordinators are here for, are they? They're here to be trusted advisors, guiding these folks towards the care they need.
That's where active listening comes in. When the client care team is on the phone, they need to be fully present and engaged. Repeating back what the client says, asking thoughtful follow-up questions, showing the client that they're truly listening - that's how they build that bond of trust. It helps the client feel heard and understood, which is so important when they're taking that first step towards getting help.
In fact, it makes the client care coordinator's job a whole lot easier too. When they actively listen, they’re better equipped to understand the client's needs and point them in the right direction. That means fewer callbacks, faster connections to therapists, and a whole lot less frustration all around.
So, my challenge to you this week is to really focus on honing those active listening skills with your client care team. Have them practice repeating back key points, ask open-ended questions, and make sure the client knows they're there to support them, not just rattle off information. Trust me, it'll make a difference.
And if you're looking for some extra help, Practice Axis has some great training and tools to offer through our Client Care Mastermind. Message us at info@practiceaxis.com to learn more.
Here's to better connections, less stress, and clients who feel truly heard. Let's do this!