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Articles - Empathy
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A selection of articles about empathy, one of the most important skills that an agent should have.
RECENT
POPULAR
The Truth About Body Language on the Phone
How to Develop Empathy as a Skill in Your Frontline Teams
5 Soft Skills Every Agent Needs Before Taking Their First Call
4 Examples of Customer Service Empathy Statements
What’s the Difference Between Empathy and Sympathy?
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
Why Empathy in Customer Service Is Not Enough
15 Examples of Probing Questions for Customer Service
What Is Customer Rapport? And 15 Ways to Build It
Empathy Statements for Customer Service With Examples
What Is Empathy?
Start Using AER Statements
A Quick Guide to the Feel, Felt, Found Approach
The Top 25 Positive Words and Phrases for Customer Service
3 Steps to Better Understanding Your Customers
How to Handle Contacts From Challenging Customers
10 Alternative Ways to Say: “Sorry for the Inconvenience Caused”
21 Great Alternatives to “Sorry for the Inconvenience”
10 Customer Service Behaviours Every Contact Centre Agent Should Have
7 Key Ideas for Winning Customer Loyalty
How to Coach Empathy in the Contact Centre – With Three Training Exercises
Customer Service Language – With Examples
An Action Plan for Customer Empathy
26 Great Techniques for Showing Real Empathy in Customer Service
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