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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Picture of angry person in sweater screaming at smartphone over red background
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
Build Rapport on the Phone for Success
How to Build Rapport on the Phone
rapport on chalkboard
What Is Customer Rapport? And 15 Ways to Build It
AER Statements written over paper speech bubbles - acknowledgment empathy reassurance
Start Using AER Statements
A large red cross is in the centre of the image. In the corners are two agents who have angry customers on the phone
How to Handle Angry Customers in a Call Centre
Group of people holding the SORRY written speech bubble
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
A magnifying glass and wooden puzzle with question mark - probing questions to put together the puzzle concept
15 Example Probing Questions to Better Understand Your Customers
Notepad and pencil with the words alternatives to sorry for the inconvenience
21 Great Alternatives to “Sorry for the Inconvenience”
Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements
Empathy Statements for Customer Service With Examples
Best Tips, Phrases and Words to Use for Building Rapport
Best Tips, Phrases and Words to Use for Building Rapport
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
Steps to writing a great customer service letter on computer screen
“Dear Valued Customer” – 22 Steps to Writing a Great Customer Letter
The concept word Empathy on wooden cubes.
How to Develop Empathy as a Skill in Your Frontline Teams
A photo of smiling contact centre advisor making a point
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
Pen crossed out 'I am Sorry' on note
10 Alternative Ways to Say: “Sorry for the Inconvenience Caused”
A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre
How to Coach Empathy in the Contact Centre – With Three Training Exercises
10 Top Tips to Improve Email in the Call Centre
dog rests gently on his master's shoulder while looking the view
An Action Plan for Customer Empathy
Call Centre Etiquette What Not to Say
Call Centre Etiquette: 15 Things You Should Never Say to a Customer
How to Build an Emotional Connection with Customers
Rapport Building With Angry Customers – With Examples
Dog and human sharing empathetic connection
26 Great Techniques for Showing Real Empathy in Customer Service
How to Assess Quality on Email and Live Chat in the Contact Centre
 
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