Summary:
BRAVE is a powerful acronym which helps guide you through difficult and sometimes emotional conversations with your customers, so that you get the best solution for them. It gives them space, builds trust and opens the door to exceptional customer service.
Discussion questions:
- When have you experienced poor listening skills yourself? How frustrating was it, and what impact did it have at the time?
- How can you demonstrate empathy in a situation where you might struggle to see the customer’s point of view?
Key Takeaways:
✅ Difficult conversations handled well strengthen relationships and build trust.
✅ When a customer feels heard, their anxiety reduces and you will get a better outcome from the conversation.
✅ People are respect radars – if they sense you don ‘t respect them, they won’t trust you.
Quick reference guide:
The acronym BRAVE stands for Be present, show Respect and build rapport, practice Active listening, Allow them to be Vulnerable and show Empathy.