Professional Documents
Culture Documents
How To Be Empathetic
How To Be Empathetic
Smile process.
3.
Commonality:
Is the fact of sharing interests,
Experiences.
Pure silence on the agent’s part can cause the customer to feel helpless,
so agents should use such noises to assure the client of their focus and
understanding. (MMhhmmm…)
Allow Them to So, it is perhaps best to wait, and when the angry customer
finally takes a breath, an empathy statement could be used to
‘Get It All Out’ highlight that the situation has been recognised and understood.
Like…
“Thank you very much for alerting us about this…”
“We will help you get this issue resolved”
“You’re absolutely correct, Sir/Madam”
DO NOT INRRUPT!, this will Use this time to figure out what you can do to fix their
make the customer more irritated issue.
6. Is encouraged to do reflective
listening, where we repeat sentences or
important details back to the customer,
saying “Okay, just to recap…”.
This reassures them that you are
Repeat Back paying attention.
Is also important to mirror the tone, if
the customer is really bubbly and
enthusiastic, we should play to that to
achieve rapptor in the call.
7.
Upbeat, Stay
Releif, Enthusisastic
Peace of
Mind
List of positive alternatives can be beneficial: This aids the
rapport-building process, turning negative language, into
9. positivity that can instead trigger optimism.
DON’T DO
Use Positive
Scripting
10. Involve the customer step by step in what you are doing. This
will avoid/minimize dead air in the call:
BONUS!
THANK YOU!