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Empathy

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

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10 Best Practices to Improve Customer Service Live Chat

10 Best Practices to Improve Customer Service Live Chat

15 Great Alternatives to “Sorry for the Inconvenience”

15 Great Alternatives to “Sorry for the Inconvenience”

Customer Service Apologies – Keeping Sorry Fresh and Sincere

Customer Service Apologies – Keeping Sorry Fresh…

10 Strategies for Overcoming Objection Handling in Sales

10 Strategies for Overcoming Objection Handling in Sales

Should We Call Customers by Name?

Should We Call Customers by Name?

AER Statements for Customer Service

AER Statements for Customer Service

How Do I – Manage Negativity to Change?

How Do I – Manage Negativity to Change?

Words and Phrases an Advisor Should NEVER Say to an Angry Customer

Words and Phrases an Advisor Should NEVER Say to an…

Handling Difficult Customers

Handling Difficult Customers

Answers: Coping with Angry and Abusive Customers

Answers: Coping with Angry and Abusive Customers

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

Customer Service Skills: How to Improve Empathy, Active…

How to Coach Empathy in the Contact Centre – With Three Training Exercises

How to Coach Empathy in the Contact Centre – With Three…

Rapport-Building Tips

Rapport-Building Tips

The best ways to end an inbound complaint call

The best ways to end an inbound complaint call

How to Assess Quality on Email and Live Chat in the Contact Centre

How to Assess Quality on Email and Live Chat in the…

The Best Ways to Use Call Scripts

The Best Ways to Use Call Scripts

Handling Customer Complaints – Why You Need to Say Sorry

Handling Customer Complaints – Why You Need to Say…

Rapport Building With Angry Customers – With Examples

Rapport Building With Angry Customers – With Examples

How to Handle Contacts From Challenging Customers

How to Handle Contacts From Challenging Customers

Training Cheat Sheet – Emotional Intelligence

Training Cheat Sheet – Emotional Intelligence

7 Ways to Build an Emotional Connection With Callers

7 Ways to Build an Emotional Connection With Callers

22 Top Tips to Improve your Customer Surveys

22 Top Tips to Improve your Customer Surveys

How to Give Great Customer Service

How to Give Great Customer Service

How to Deal With Rude Customers

How to Deal With Rude Customers

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Research: The Future of AI-Powered Experiences

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What is Sentiment Analysis, and How Can it Improve CX?

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