Articles - Empathy

Find and explore a range of content on fostering empathy in contact centres to enhance customer relationships and satisfaction.

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Rapport Building With Angry Customers – With Examples
A picture of arrows going through a wall
10 Strategies for Overcoming Objection Handling in Sales
Apologising for the inconvenience, I'm Sorry
“Sorry for the Inconvenience” – How to Offer a Genuine Apology
A photo of smiling contact centre advisor making a point
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
A photo of a person sticking their tongue out to make a rude gesture
How to Deal With Rude Customers
Portrait of call center worker accompanied by her team.
The Top 10 Most Important Customer Service Skills
frustrated young woman wearing microphone headset dressed in shirt sitting at her workplace at the office,
How to Deal With Difficult Customers
Group of business people and software developers working as a team
13 Things Every Contact Centre Advisor Needs to Know
Steps to writing a great customer service letter on computer screen
“Dear Valued Customer” – 21 Tips For Writing a Great Customer Letter
How to Assess Quality on Email and Live Chat in the Contact Centre
How to Build Customer Trust From the Contact Centre
10 Customer Service Skills That Every Contact Centre Advisor Must Have
Customer Service Apologies – Keeping Sorry Fresh and Sincere
Call Centre Etiquette What Not to Say
15 Things You Should Never Say to a Customer
Build Rapport on the Phone for Success
How to Build Rapport on the Phone – With Examples
10 Top Tips to Improve Email in the Call Centre
10 Best Practices to Improve Customer Service Live Chat
A cartoon man holds his hand up in a wave, while saying "the best courtesy words and phrases to use in customer service
The Best Courtesy Words and Expressions to Use in Customer Service
Six of The Best Advisor Behaviours and How Technology Can Develop Them
Ten Tips to Provide a Greater Webchat Experience  
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
What Is Working in a Call Centre Really Like?
Make telesales people More Productive
25 Tips to Make Your Telesales People More Productive
The Top Qualities for a Contact Centre Advisor
 
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