Articles - Empathy

Next

A selection of articles about empathy, one of the most important skills that an agent should have.

RECENT
POPULAR
AER Statements written over paper speech bubbles - acknowledgment empathy reassurance
Start Using AER Statements
rapport on chalkboard
What Is Customer Rapport? And 15 Ways to Build It
Build Rapport on the Phone for Success
How to Build Rapport on the Phone – With Examples
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
A photo of smiling contact centre advisor making a point
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements
Empathy Statements for Customer Service With Examples
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
Group of people holding the SORRY written speech bubble
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad 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
people talking with headsets on and chat bubble above their head
Top 20 Examples of Rapport Building Statements
Notepad and pencil with the words alternatives to sorry for the inconvenience
21 Great Alternatives to “Sorry for the Inconvenience”
Illustration of a person smiling and holding hand like a phone
The Truth About Body Language on the Phone
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
Steps to writing a great customer service letter on computer screen
“Dear Valued Customer” – 22 Steps to Writing a Great Customer Letter
Pen crossed out 'I am Sorry' on note
10 Alternative Ways to Say: “Sorry for the Inconvenience Caused”
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
The Top Words and Phrases Customers Use to Express their Dissatisfaction
A vector illustration of a person with a speech bubble
Customer Service Language – With Examples
Dog and human sharing empathetic connection
26 Great Techniques for Showing Real Empathy in Customer Service
Call Centre Etiquette What Not to Say
Call Centre Etiquette: 15 Things You Should Never Say to a Customer
A picture of arrows going through a wall
10 Strategies for Overcoming Objection Handling in Sales
Rapport Building With Angry Customers – With Examples
How to Assess Quality on Email and Live Chat in the Contact Centre
 
Next