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Banking Problem Solving: EAR Method

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Banking Problem Solving: EAR Method

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Apologize, empathize, and resolve in banking.

Created by

Manuel Arrioja
Manuel Arrioja
Venezuela

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Banking Problem Solving: EAR Method
 

Banking Problem Solving: EAR MethodOnline version

Apologize, empathize, and resolve in banking.

by Manuel Arrioja
1

Use phrases like, 'I understand your frustration' to empathize.

2

Always interrupt the client while listening to show you are in control.

3

The EAR method stands for Easy, Announce, Reassure.

4

Following the EAR steps can help turn a bad situation into a good relationship.

5

Never call the technical team or head office to resolve issues.

6

The EAR method stands for Empathize, Apologize, and Resolve.

7

A solution is to avoid explaining the problem to the client.

8

'There is a technical problem with our website' is an example of explaining a problem.

9

Say, 'I am sorry for this situation' to apologize.

10

The EAR method ignores empathy and focuses only on facts.

 
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