How to have effective conversations with AMBER customers
HOW TO HAVE EFFECTIVE CONVERSATIONS WITH AMBER CUSTOMERS
A more in-depth consultation may be needed with customers who have flagged Amber under the Pain Code during your initial WWHAM conversation.
Approach conversations with customers with the right attitude and techniques to get the best outcomes.
BUILD TRUST
Inspire confidence that you will use your expertise to help each customer
ACTIVELY QUESTION
Actively listen to the customer. Ask open questions and show interest. Be curious, but avoid interrogation
DE-ESCALATE STRESS
People in pain can be distressed or fearful, so remain patient and don't assume the worst
AVOID JUDGEMENT
Avoid stereotyping the customer. Question neutrally until you get enough ‘proof points’ to make a judgement on appropriate next steps
RESPOND POSITIVELY
Do not get frustrated. Reframe ‘no’ as an opportunity to discuss other suitable pain control options