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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.
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“Sorry for the Inconvenience” – How to Offer a Genuine Apology
10 Best Practices to Improve Customer Service Live Chat
5 Soft Skills Every Agent Needs Before Taking Their First Call
How to Coach Empathy in the Contact Centre – With Three Training Exercises
3 Steps to Better Understanding Your Customers
Customer Service Apologies – Keeping Sorry Fresh and Sincere
How to Handle Contacts From Challenging Customers
Words and Phrases an Advisor Should NEVER Say to an Angry Customer
How to Develop Empathy as a Skill in Your Frontline Teams
An Action Plan for Customer Empathy
6 Steps to Improve the Customer Experience
25 Tips to Make Your Telesales People More Productive
10 Customer Service Behaviours Every Contact Centre Agent Should Have
The Top 10 Most Important Customer Service Skills
Should We Call Customers by Name?
Training Cheat Sheet – Emotional Intelligence
Handling Difficult Customers
How do I – Build Rapport With Callers?
How to Deal With Rude Customers
A Quick Guide to the Feel, Felt, Found Approach
Anatomy of a Good Call – Best practice… The Call
What Is Working in a Call Centre Really Like?
How do I – manage negativity to change?
Rapport-Building Tips
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Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
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Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!
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