Tips & Etiquette
Practical advice that separates a good consultation from a great one. These are patterns from our highest-performing specialists.
Building Rapport
Most customers calling in are frustrated. They've already decided they want a refund. Your first job is to shift the conversation from adversarial to collaborative.
Let Them Talk First
Open with "tell me what's been going on" and let them finish. Don't interrupt, don't jump to solutions. People who feel heard are more willing to try solutions.
Match Their Energy
If they're upset, acknowledge it. If they're calm, keep it conversational. Don't be overly cheerful with someone who's frustrated, and don't be stiff with someone who's friendly.
Use Their Name
Say their name early and occasionally throughout the call. It personalizes the interaction and signals that you see them as a person, not a ticket number.
Validate Before Solving
"I can understand why that would be frustrating" goes a long way. Acknowledge the problem before jumping into troubleshooting steps.
The "Show Me" Technique
This is the most important skill in your toolkit. Instead of asking yes/no questions about fit, ask the customer to demonstrate.
"Can you show me how you usually put them in? I want to see exactly how they look in your ear so I can make sure they're fitted correctly."
Watch for these common mistakes:
- Not deep enough. The dome isn't seated in the canal; you can still see it from the outside.
- Wrong angle. They're pushing straight in instead of angling slightly forward and up.
- Wrong orientation. For the 2.0/3.0, cord should point down. For the Pro, pull tab should point up. For the Pro+, no cord; button should sit above the mic when worn correctly.
- L/R swapped. Blue is left, red is right. More common than you'd think.
- Wrong dome size. If it keeps falling out, the dome is too small. If it hurts, too large.
Then demonstrate yourself on camera. Put your own hearing aid in slowly, narrating each step. Customers learn better from watching than from verbal instructions.
Do's and Don'ts
Do
- Let the customer explain in their own words
- Ask to see (not hear about) how they use the device
- Demonstrate techniques on yourself with video
- Walk through one troubleshooting step at a time
- Pause after each step and ask what changed
- Acknowledge frustration before troubleshooting
- Mention the adjustment period (2-3 weeks is normal)
- Offer upgrades when the current model genuinely isn't the right fit
- Log detailed notes in the portal after every call
Don't
- Lead with what you already know from the ticket
- Ask "is it fitting okay?" (they'll say yes regardless)
- Mention replacement, warranty, or return before troubleshooting
- Rush through multiple steps at once
- Talk over the customer or interrupt their explanation
- Quote policy at a frustrated customer
- Promise specific outcomes you can't guarantee
- Suggest the customer return the product
- Skip logging the outcome because the call went quickly
Third-Party Callers
Sometimes the person on the call isn't the one wearing the hearing aids. A family member, caregiver, or friend may have set up the meeting.
Ask Who's Wearing Them
Start by clarifying: "Are you the one using the hearing aids, or is this for someone else?" This determines who you direct the troubleshooting to.
Get the Wearer on the Call
If the wearer isn't present, ask if they can join. You need to see insertion and hear their experience directly. If they can't join, guide the third party through each step.
Keep Everyone Included
If both the wearer and a helper are on the call, address both. The helper may be the one who handles charging, cleaning, and follow-ups.
Be Patient with Relay
When troubleshooting through a third party, instructions get relayed. Everything takes longer. That's fine. Slow, clear instructions prevent misunderstandings.
Handling Difficult Conversations
"I Just Want My Money Back"
Don't argue. Say "I understand. Before we go that route, can I take a quick look at the device with you? Sometimes we can fix the issue in a few minutes." If they're firm, don't push hard; proceed to resolution options.
"This Product is a Scam"
Don't get defensive. Acknowledge their frustration: "I'm sorry you feel that way. Let me see if there's something we can fix." Then troubleshoot. Actions speak louder than words; fix the problem and their perception often changes.
"I'm Going to My Bank"
Take this seriously. This is a chargeback signal. Stay calm: "I want to help you resolve this before it gets to that point. Let's see what options we have." See the Exception Cases page for risk assessment.
Customer Gets Angry Mid-Call
Pause. Don't match their energy. Let them finish, then respond calmly: "I hear you. Let me see what I can do." If the customer becomes abusive (personal attacks, threats), you can end the call. Note it in the portal and let CS know.
After the Call
- Log immediately. Update the portal right after the call while everything is fresh. Include what the issue was, what you tried, and the outcome.
- Paste the recap URL. Link the recording/transcript in the portal so QA can review it.
- Refer to CS when needed. Any outcome other than "sale save" requires CS follow-up. Mark it in the portal.
- Take a breath. Especially after a difficult call. Give yourself a minute before jumping into the next one.