O E O K

EMPATHY & POSITIVE LANGUAGE

Instructions: Read and understand the “Empathy” and “Positive Language” topics. Do
the respective exercises.

A. EMPATHY

Empathy is the ability to understand how someone feels because you can imagine what it’s
like to be them. When you empathize with someone, it makes it easier for you to communicate
with them, even if their experience of something is very different from yours.

How do we show empathy to our customers?

1. Use statements that let customers know that you do understand and care about
what he is feeling and why he is feeling that way:
 “I’m sorry to hear that”
 “I apologize for the inconvenience”
 “I would feel the same in your situation, but we will sort this out….”
 “I know how frustrating it can be; let’s see how I can help you….”

Here are more examples of Empathetic Statements:

2. Make sure your empathetic statement paraphrases the reason why the customer feels that
way. Like this:

Customer: “One of your agents made a mistake on my mailing address. You

have to fix this!”

Agent: “I’m sorry to hear there was a mistake on your mailing address. Let
me fix that for you” or “I apologize for the inconvenience. I understand
there was a mistake on mailing address, but don’t worry! I will help you
with that”

3. Voice your feelings: Avoid displaying a robotic and monotone voice

since it is easily interpreted by the customer as a demonstration of a
complete lack of empathy and emotional bond.

Good to know!

“I Am Sorry” vs. “I Apologize”

Apologize: To acknowledge failings or faults.

An apology is a formal admission of doing
something that shouldn't have been done.

Sorry: Feeling regret, empathy, pity, etc. You

don’t accept responsibility for what happened
to the customer.

Watch out!
I’m sorry vs I apologize
WRONG: “I am apologize”, “My
apologize”
RIGHT: “I apologize”, “Please accept
NOTICE
There are some accounts that don’t
require you to empathize unless the
customer mentions something like
sickness or death. Your trainer will tell
you what the account(s) is/are.

my apologies”
B. POSITIVE LANGUAGE

Read the following text about the power of

positive language.

THE POWER OF POSITIVE LANGUAGE

Language is an exceedingly powerful tool. Whether you communicate orally, or in

written form, the way you express yourself will affect whether your message is received
positively or negatively. Even when you are conveying unpleasant news, the impact can
be softened by the use of what we call positive language.

Two people can express the same thought using different words, and those two,
identical thoughts will take on very different connotations. Consider the following two
sentences:

You don't know how to create your own account.

You can learn how to create your own account.

Both sentences convey the same information; however, each will have a different
impact on the person who receives the message.

In a customer service environment, the language that we use can have a huge impact on
how the customer perceives the service. Using the right words has the power to create
happy, life- long customers. Negative language conveys a poor image to customers, and
those around us. If you are going to eliminate negative phrases, you will need to replace
them with more positive ways of conveying the same information.
 Below are just a few examples of positive phrasing.

DON’T SAY THIS: "You have to pay a fee”

SAY: “A fee will be collected.”

DON’T SAY THIS: "To change your password you must follow
several steps".

SAY: "A simple way / method to change your password will be

to follow these few steps".

DON’T SAY THIS: "That is not covered under your

insurance plan".

SAY: "That coverage is not included on your plan,

would you like to add it?"

DON’T SAY THIS: "You need to pay your deductible.”

SAY: "The deductible is considered patient’s responsibility.”

DON’T SAY THIS: "You should’ve bought the dental

insurance before”

SAY: "I see the dental insurance was acquired on

mm/dd/yy. Any service done prior to this date will not be
considered.”

DON’T SAY THIS: "If you want to change the coverages in your
plan, your premium will be more expensive since it will be $430
per year”

SAY: “If we add coverage for ___ in your insurance plan, your
new premium amount will be $430 per year. Do you want me
to proceed with the changes?”