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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Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding
The Top 25 Positive Words and Phrases for Customer Service
Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements
Empathy Statements for Customer Service With Examples
Group of people holding the SORRY written speech bubble
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
AER Statements written over paper speech bubbles - acknowledgment empathy reassurance
AER Statements for Customer Service
A magnifying glass and wooden puzzle with question mark - probing questions to put together the puzzle concept
15 Examples of Probing Questions for Customer Service
Best Tips, Phrases and Words to Use for Building Rapport
Best Tips, Phrases and Words to Use for Building Rapport
rapport on chalkboard
15 Ways to Build Rapport With Customers
Picture of angry person in sweater screaming at smartphone over red background
What to Say to an Angry Customer
A photo of smiling contact centre advisor making a point
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
Build Rapport on the Phone for Success
How to Build Rapport on the Phone – With Examples
Steps to writing a great customer service letter on computer screen
“Dear Valued Customer” – 21 Tips For Writing a Great Customer Letter
Dog and human sharing empathetic connection
26 Great Techniques for Showing Real Empathy in Customer Service
A call centre agent in an office wearing a headset and glasses
How to Handle Contacts From Challenging Customers
Notepad and pencil with the words alternatives to sorry for the inconvenience
15 Great Alternatives to “Sorry for the Inconvenience”
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
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
The Top Words and Phrases Customers Use to Express their Dissatisfaction
people talking with headsets on and chat bubble above their head
Top 20 Examples of Rapport Building Statements
How to Assess Quality on Email and Live Chat in the Contact Centre
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
Illustration of a person smiling and holding hand like a phone
The Truth About Body Language on the Phone
Call Centre Etiquette What Not to Say
15 Things You Should Never Say to a Customer
Make telesales people More Productive
25 Tips to Make Your Telesales People More Productive
A vector illustration of a person with a speech bubble
Customer Service Language – With Examples
 
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