Critical Thinking and Empathy workshop

Critical thinking & Empathy workshop

Learn the skills needed in Customer services in the age of AI.

With advancements in AI, bots are handling routine inquiries more efficiently. This leaves our human agents with increasingly complex, nuanced, and emotionally charged issues.

The rise of Ai& Bots

Our meal kit service is growing, and so are the complexities of our customer interactions. Simple quality issues are becoming less common.

Business evolution

The Changing Landscape of Customer Service

What used to be rare cases are now daily occurrences:

• FOD (Foreign Object Discovered): Contamination issues in meal kits.

• D2D (Door-to-Door Issues): Problems with agents not explaining the service properly.

• Winback: Call back agents to re-engage churned customers, providing misleading information and review of the conversation needed.

• IT Issues: Technical problems with the app, website, or account.

• Curated boxes: This continues to be the bulk of Bad Ratings. They should all be treated with empathy, education, rand esolution.

Complex Delivery Issues: Beyond simple delays, involving multiple factors or unique circumstances.

​New common challenges

Simply apologizing and providing standard solutions is no longer enough. We need to go beyond what AI can do – providing tailored solutions, demonstrating genuine care, and applying critical thinking.

Our Commitment: Providing targeted solutions with empathy and relevant information about our members is non-negotiable. We aim for a "white glove" approach to service.

The Human Edge

 The Foundation - Empathy & Soft Skills

Deepen understanding of empathy and its practical application in customer interactions.

Open Ended

What critical thinking skills are needed when analyzing a complex customer ticket, and how would you demonstrate empathy in your response?

Defining True Empathy in Customer Service

Genuine Empathy:
​It's not just saying "I understand." It's about genuinely understanding the customer's perspective, feelings, and the impact of the issue on them.

Moving beyond transactional apologies to meaningful connection.

The link between empathy and CSAT scores is so important!– why it matters to the business and to our members? If our members are unhappy, this means we need to understand why, most importantly they need to know we are listening.

For Goodfood, "white glove service" isn't just a fancy term; it's a commitment to delivering an exceptional customer experience that goes far beyond simply resolving an issue. It's about making every interaction feel premium, personalized, and truly caring.

The "White Glove" Approach:

Open Ended

Make a mind map

Here's some examples to get you thinking!
Member has a delayed order : "I cannot believe this order is delayed, I was waiting on this and now I've wasted my time, this was meant to be for my family camping trip, we even got the fancy artisan meals and for nothing, I need to leave now! "

1. Give me bullet points for the actions/resolution offered
2 . Provide the empathy statement you would say to the member.

Open Ended

Make a mind map

Member has an unwanted order: " I never reactivated my plan, why am getting an order! "
What happened to cause this? what are some open-ended questions ? Your critical thinking skills will kick in here. Where do you look to find information
How can you reassure them you're going to work through this together?

1. Give me bullet points for the actions/resolution offered
2 . Provide the empathy statement you would say to the member.

You get exactly what you ordered, quickly and efficiently. If there's a mistake, they fix it. The interaction is transactional. This is akin to a bot efficiently handling a simple missing item request. It's functional, but lacks a personal touch.It provides what you are asking for, it doesn’t create a memorable experience.

​​Fast Food

The experience is curated. The server anticipates your needs, remembers your preferences, offers recommendations, and ensures every detail of your meal is perfect. If a dish isn't quite right, they don't just replace it; they might offer a complimentary item, check in frequently, and ensure your overall experience is salvaged and even elevated. This is what "white glove service" means for us.

Fine Dinning

Personalization:

Definition: Tailoring the interaction and solution to the individual customer, making them feel seen and understood, not just another ticket number.

• Examples:

  • Addressing the customer by name throughout the interaction.

  • Referencing their past order history or preferences ("I see you often order our vegetarian meals, so I understand how frustrating it must be to receive a meat-based protein this week.").

  • Offering a credit for a specific type of meal they enjoy, rather than a generic amount.

  • Acknowledging their loyalty or tenure as a Goodfood member.

Proactive solutions:

Examples:

• If a recipe ingredient is missing, not just offering a credit, but also providing a quick suggestion for a substitute they might have on hand or a link to a similar recipe they could try.
  
  

• Noticing a pattern of issues with a specific delivery driver or route and flagging it internally for investigation, then informing the customer you've taken this step.

Going Above and Beyond:

Definition: Exceeding basic expectations to create a memorable and positive experience, even when things go wrong.

Examples:

• A customer reports a missing ingredient for a special dinner they planned. Instead of just a credit, you offer a credit plus a small bonus credit for the inconvenience to make up for their ruined plans.

• Following up with a customer after a complex issue has been resolved to ensure everything is now satisfactory.

• Providing a helpful tip related to their meal kit experience that wasn't directly part of their initial query (e.g., "A quick tip for storing your fresh herbs...").

Critical Thinking & Probing

 Develop skills to analyze complex issues, ask effective questions, and think creatively for solutions

Examples:

• Understanding that a customer reporting a curated order, may not know how to manage the account

• A member telling us they received a protein they are not fond of in a curated order, take the time to let them know how to update their preferences.

• If a customer expresses frustration about a recurring issue, anticipating their desire for a long-term solution, not just a one-off fix.

​Anticipating Needs and Wants:

How to Make Every Customer Feel Like Our Most Important Customer:

This isn't about spending an hour on every call; it's about the quality of the interaction.

• Active Listening: Truly hear what they're saying, both verbally and non-verbally. Don't just wait for your turn to speak.

• Empathetic Language: Use phrases that validate their feelings/sentiment and show you understand their perspective.

• Respectful Tone: Maintain a calm, professional, and friendly demeanour, even with frustrated customers.

• Clear Communication: Explain solutions simply and clearly, avoiding jargon

• Transparent: We make mistakes, and we are not afraid to acknowledge them. We are human, and we always make it right for the member.

• Patience: Allow them to fully express themselves without interruption.

Taking Strong Ownership of the Issue:

This is the cornerstone of white glove service. It means taking personal responsibility for seeing the issue through to resolution, even if it requires involving other departments( we don’t blame or pass the puck, we partner with others to resolve) or going beyond your immediate scope. It's about being the customer's advocate. 

Examples:

• Instead of saying, "Here’s your credit for XYZ issue," say, "I’ve made sure to leave a comment/question for the ZYZ team ...” If you can’t answer directly, tell them you will follow up to get an update for them, and get back to them with a solution.

• If you promise to follow up, do it. Even if it's just to say you're still working on it.

• When an issue is complex, don't just provide a quick fix. Explain the steps you're taking to investigate and resolve it thoroughly.

• If a customer is clearly upset, acknowledge their frustration and assure them, "I understand how frustrating this is, and I'm going to make sure we get this resolved for you."

Open Ended

"I never ordered this box! I did not reactivate my account. Why am I getting an order?!
There was no notification, just a box at my door! Someone called months ago and gave me a coupon, but I did not say yes to an order, I didn't even pick my choices!!!!"

How would you initially respond to this customer, focusing on giving them a white glove experience?
Pro tip: Map out their thoughts, feelings, pains, and gains related to a meal kit issue.

Module 2: Critical Thinking & Probing

 Develop skills to analyze complex issues, ask effective questions, and think creatively for solutions.

Understanding the Shift

• Recognizing when an issue isn't straightforward.

  • Straight forwards: Where is my box?

  • Complex : I was notified my order was delayed , its now been delayed again
    
    

• Identifying red flags that indicate a deeper problem or unique circumstance.

  • Can't find a member's account, and they claim to have a box?

  • Member claims they don't have an account with us, but are getting orders

  • Loyal member claims their order is not processing.

  • I keep getting boxes I don't want. I only eat fish, and I get EVERYTHING except fish in my box! What the heck is going on?
    
    

• Is any education or flag necessary to prevent this from happening again? (Should I proactively inform the member about some platform criteria, such as when to change my delivery day when I have a pending order schedule to avoid cancelling it / Should I flag this member's account to loss prevention even if I just closed the dual account?)

​From Simple to Complex:

The Art of Probing

Effective Questioning Techniques:

• Open-ended questions vs. closed-ended questions.
  
  

• Clarifying questions ("Could you tell me more about...", "When did this happen?").
  
  

• Impact questions ("Impact questions are used to help you understand the full scope of a customer's issue by exploring how the problem has affected them personally or their plans. They go beyond the surface-level complaint to uncover the emotional or practical consequences, which in turn helps you provide a more empathetic and tailored solution.").
  
  

Aim for the "On the Ball" Feeling: How thorough probing makes the member feel heard, understood, and confident in our ability to resolve their issue.

Why, when and how to Probe? To uncover the root cause, understand the full impact, and ensure we're solving the real problem, not just the stated one.

• ​When do guidelines need to be bent?

  • Analyzing the account and recognizing situations where a standard solution won't suffice. Always offering exceptions will diminish your leverage.

• Empowering agents to use good judgment.

• How to avoid sounding robotic and confident to make the right decisions.

  • It's not only about good judgment, but the sentiment that they can make a difference for the member.

• When and how to reach out for an exception (internal escalation paths).

​Thinking Outside the Box: Exceptions & Judgment:

Open Ended

Where should you reach out to see if you can make an exception ?

Multiple Select

Which of the following are examples of When a guidelines need to be bent?

• Member has received multiple valid quality issues in the past

• The member received a curated order(Not a winback)

• The member is extremely loyal and an order was delayed meant for a special dinner

• Member's order is delayed

Multiple Choice

When a member contacts us, saying they closed their account but received an order today to their home. You can see the email they provided is, in fact, closed. They provide proof of a charge from us. (so we know its valid)
What is your next step?

• Check delivery address for other accounts

• Check stripe

• Check contact card

• Check Order status

Multiple Choice

When dealing with a Dual account I should automatically assume its valid and do no investigation.

• True

• False

Open Ended

What are the steps when dealing with a potential stolen box.

Open Ended

What are the steps when dealing with a member who received a curated order after a Winback Call

Communication Mastery

Enhance communication skills for difficult conversations, positive framing, and effective negotiation.

Presenting Bad News & Handling Pushbacks

• Strategies for delivering unfavorable information clearly and empathetically:

  • Be clear & concise with the member on what caused the situation and what we are doing,

  • What are the next steps, and explain why we do the things we do, so the member is reassured that it's being taken care of.

  • Transparency in announcing bad news, ensure not to overpromise and underdeliver.

• Techniques for de-escalation when customers push back:

  • Stay calm, it is not personal.

  • Use the “Feel, Felt, Found” Method. (Empathize + personalize)

  • Focus on resolution, not arguing whose fault it is.
    

• Focus on what can be done, not what cannot.

  • Proactively offer alternatives and ways to avoid the issue from re-happening.

Avoiding Negative Wording

• Identifying common negative phrases ("I can't," "You have to," "Unfortunately").

• Transforming negative language into positive, solution-oriented language.
  ("What I can do", "The best solution in this case", "Moving forward").

• Impact of word choice on customer perception and satisfaction.
  
  

Negotiating & When to Reach Out for an Exception

• Crediting Guidelines: What is set in stone, what is not set in stone?
  
  

• Reading the Member's Profile: The importance of reviewing past interactions checking for reoccurrences, order history, and preferences before offering a solution or credit. Tailoring solutions based on member value and history.
  
  

• Framing solutions as a partnership, not a concession.

Multiple Select

Which of the following are effective strategies for delivering bad news to customers?

• Overpromising to make the customer feel better

• Being transparent and clear

• Focusing on what can be done

• Using negative wording

Open Ended

Where can you find the Guidelines for crediting?
Provide the link and name of the document.

Open Ended

Give me an short sentence to show a member you are framing solutions as a partnership, not a concession.

Open Ended

Rephrasing exercise

Instead of saying this to the member, how could you say it more positively?
"You'll have to."

Open Ended

Rephrasing exercise

Instead of saying this to the member, how could you say it more positively?
"Unfortunately, we can't do that."

Open Ended

Rephrasing exercise

Instead of saying this to the member, how could you say it more positively?
"I can't guarantee that"

Open Ended

Rephrasing exercise

Instead of saying this to the member, how could you say it more positively?
"That's not our policy" / "we cannot do that"

Open Ended

Rephrasing exercise

Instead of saying this to the member, how could you say it more positively?
"You didn't provide enough information." // "I don't know what your issue is"

Efficiency & Engagement

Optimize interaction flow, minimize unnecessary holds, and leverage small talk effectively.

• Giving the member the oppupunity to vent

  • Allowing the member to give their side of the story allows you to better personalize the interaction!

• Guiding the conversation efficiently without rushing.

  • Encourage the member to react (is this solution to your liking?) and let them respond before moving to the next step.

  • If you rush through the solutions, it feels impersonal and rushed. A key part of MH is ensuring the issues our members flag us are understood and reported to the correct department. You need to convey that compensation is not just throwing money at the problem.
    

​Pacing the Conversation:

• Understanding the impact of holds on customer experience and chat abandonment rates.

  • Chatters have a very limited attention span, be that they are chatting while at work or distracted by the other apps on their phone. Most members will navigate away from the chat box if we take to long
    

• Strategies for resolving issues without placing customers on hold unnecessarily.

  • When is a pause necessary? Not Always ! Simply letting a member know in your intro that you'll read over the interaction is enough. No need to do a proper hold if its a straightforward hand off to you. You read the chat transcript easily, if its more complex use Ctrl+F "user"!

  • When am I meant to do my investigation rainbow? You can do this in the meantime of the chat with the member : verify contact card, order history, action history fill out a DS escalation, flag Winback call...)
    

  • Use a Hold during negotiation or retention situations. This can be to research something on your end or simply make the member feel as thought they are getting a better deal if you already know what can be done here.

​Avoiding Holds to Minimize Dropped Chats

• Proper Use: When a hold is genuinely needed (e.g., researching a complex issue, consulting a supervisor, or negotiation).
  

• Introduction to Hold: How to clearly communicate the reason for the hold and set expectations for the customer.

  • Remember the conversational snips we have for just this situation! ceinv1-4

  • If the member has no clue why you are needing to step away, the chat will likely disconnect and they will feel like they wasted time, and leave a bad rating.
    

Small Talk & Probing During Hold:
If a hold is unavoidable, how to use that time (if applicable, e.g., during a brief system load) to gather more information or build rapport (e.g., "While I pull that up, can I confirm your preferred delivery day?" "I see you're on the family plan have you tried the Camp goodfood recipe?").

​Usage of Hold: When and How to Benefit

Open Ended

Review the following ticket and outlines:

https://docs.google.com/document/d/1BF7Wa8-YTASJ8hNI4WbwyEQBhr1XGSaGKce_wEfxlDM/edit?tab=t.0#heading=h.waueu8e1qbsl

What is the feeling Cindy is feeling?

Was the empathy statement appropriate?

Would it be appropriate to put Cindy on hold here?
What critical thinking skills are needed here? Where are you looking to resolve the problem?

What probing questions would you ask?

How would you demonstrate empathy write me what you would ask her? 

What "outside the box" solution might be considered? 

How would you phrase the resolution, avoiding negative language?

Open Ended

Answer the following questions :
1. What is the feeling BOB  is feeling?

2.Was the empathy statement appropriate?

3.Would it be appropriate to put BOB on hold here?
4.What critical thinking skills are needed here? Where are you looking to resolve the problem?

5.What probing questions would you ask?

What "outside the box" solution might be considered, if any?