Empathy Skills
Customer says: “I’ve been waiting forever!” Best first response?
Acknowledge frustration: “I understand the delay has been frustrating.”
What should you do before responding?
Let the customer finish speaking
First rule when customer is angry?
Stay calm
Where should you check if unsure?
Knowledge base/SOP
End every interaction with what?
Confirmation and closing
What is the key purpose of empathy?
To make the customer feel heard and understood
Repeating the issue back is called?
Paraphrasing
Should you argue with a customer?
No
Giving wrong info affects what metric?
Customer satisfaction (CSAT)
Example closing?
“Is there anything else I can help you with?”
Which is better: “Calm down” or “I understand your concern”?
“I understand your concern”
Why ask clarifying questions?
To avoid wrong solutions
Best way to respond to insults?
Stay professional and refocus on solution
What is SLA?
Service Level Agreement
What does CSAT measure?
Customer satisfaction
Name one empathy phrase.
“I completely understand how you feel.”
What tone should agents use?
Calm and attentive
What technique lowers tension?
Acknowledge + apologize + solve
Why follow SOPs?
Consistency and compliance
What creates loyalty?
Positive emotional experience
What happens if empathy is skipped?
Customer escalation or dissatisfaction
Listening prevents what common mistake?
Providing incorrect or irrelevant solutions
When should you escalate?
When issue exceeds authority or customer demands a supervisor
If policy blocks a request, what should you do?
Explain policy clearly and offer alternatives
What is the “extra mile”?
Proactively helping beyond the basic request