Customer Service: Try Six Seconds of Empathy

A sincerely empathetic statement can defuse a hostile customer. It also gives the rep enough time to think of appropriate response that will satisfy the customer while staying within the boundaries of your company’s policy.

Mimi Donaldson is co-author of the forthcoming book “Bless Your Stress: It Means You’re Still Alive” (Spring 2006). She previously worked as a human resources trainer for Northrop Aircraft, Rockwell International and The Walt Disney Co. Visit: http://www.mimidonaldson.com, or call (310) 577-0229.