2. How to handle Inbound calls

Connection is the Key

For the family members of loved ones involved in a disaster, the number one need is information and emotional connection to those working for (or on behalf of) the company.

Your ability to speak to a caller with a compassionate tone, while providing the Crisis facts, creates a sense of trust and helps stabilize the callers’ emotions.

Your response to the caller helps reduce their anxiety and helps them gain a feeling of control over the situation.

What is empathy?

Qualifying the caller

Because this connection is so important for families who are affected by the disaster, you must do all possible to quickly and kindly end calls from persons not affected. Your script will always guide you.
We refer to this as qualifying the callers.

Tone of Voice

Please click on the speaker icons on the next slide for a couple of examples from Dr. Carolyn Coarsey regarding the tone of voice used when speaking to loved ones in time of crisis. 

Carolyn lost her fiancé in a plane crash in 1985. She has has since conducted research on survivors of terrorist attacks, industrial, and natural disasters over the past 30+ years and published numerous educational videos for helping businesses, military organizations, crime victims’ groups, and other agencies learn from survivors about preferred practices and procedures. She currently serves as Executive Vice President of Corporate Philosophy & Family Assistance Programs for Aviem International, Inc.

Call back – Informing of next steps
Reassuring the caller before asking for other info
Asking for loved one name and showing compassion
Asking caller information with compassion
Reassuring the caller before asking for Info
Explaining to the caller that we will call back if the loved one is involved