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Here’s one way to de-stress an irate customer: Use the six-second empathy tactic.
Utilizing empathy entails demonstrating with words that you understand what the customer is saying and how he or she is feeling. It’s a statement that’s calming, comforting, positive and specific.
A good empathetic statement said sincerely takes your contact center rep only six seconds to say. Here are some to try:
¥ “I understand how frustrating it is not to get the information when you want it.”
¥ “I understand how easy it is to get impatient with that product (or service).”
¥ “It sounds like you’re very upset. I see you need our full cooperation.”
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Mimi Donaldson
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