When you convey empathy to customers, you reframe the issue from “problem” to what you can do to help. Before offering a solution or asking the customer for details, like a claim number or email address, provide a statement of empathy. You’ll find you create calm and maintain control when you lead with empathy.
GET MORE IDEAS LIKE THIS
Now you can give your representatives even more skills for delivering the best customer experience and handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
De-escalation Training for Customer Service & Soft Skills Training 