Can you hear them now?
What is the most important thing to do while a customer is speaking?
Actively listen without interrupting.
What does showing empathy mean in a customer service interaction?
Understanding and acknowledging the customer’s feelings.
True or False: You should only apologize if you personally made the mistake.
False.
Apologizing is not about assigning personal blame; it’s about acknowledging the customer’s negative experience and showing empathy. Even if you, as the representative, didn’t personally cause the problem, apologizing demonstrates that you care about the customer’s feelings and are committed to resolving their issue.
What is one way to ensure the customer feels confident that their issue is being addressed after you’ve explained the solution?
Provide next steps and let the customer know when and how you will follow up.
What’s an empathetic and affirming response to “I’m really frustrated”?
“I understand how you feel, and I’m here to help resolve this.”
What does paraphrasing the customer’s concerns show them?
It shows that you understand their concerns and are paying attention.
What is a simple but powerful phrase you can use to acknowledge a customer's feelings and show empathy during a challenging interaction?
“I can understand how that would be [frustrating, upsetting, or difficult], and I’m here to help make this right.”
What is one key element of a sincere apology?
Taking responsibility for the issue.
Why is it important to summarize the steps you plan to take after hearing the customer’s concern?
Summarizing ensures the customer knows you understand their issue and gives them confidence that a clear plan is in place to resolve it.
How can you turn the phrase “That’s not possible” into affirming language that leaves the customer feeling supported?
“While we’re unable to do that, here’s what we can offer to help resolve your concern.”
What is one key way to show a customer you're actively listening during a virtual call or chat?
Use verbal affirmations (e.g., “I see,” “I understand”) or restate their concerns to confirm understanding.
How can you show empathy when a customer expresses frustration in a written chat instead of a phone call?
Use empathetic language such as, “I completely understand how this could be frustrating for you,” and pair it with clear and supportive responses that address their concerns promptly.
What is the difference between saying “I’m sorry you feel that way” and “I’m sorry for what happened”?
The first phrase can come across as dismissive or insincere because it focuses on the customer's reaction rather than the issue itself. The second phrase is a more direct and empathetic acknowledgment of the problem, making it feel more genuine.
Why is following up with a customer after resolving their issue important?
It ensures their satisfaction and builds trust.
What’s an affirming response to a customer asking, “Can you help me?”
“Absolutely! I’m here to assist you.”
True or False: It’s okay to jump to conclusions when a customer begins explaining their issue.
False.
Why is tone of voice important when showing empathy?
It conveys sincerity and helps the customer feel understood.
Why should you avoid “if” in an apology, such as “I’m sorry if you feel that way”?
It can sound insincere or dismissive.
What should you do if the solution to a customer’s issue will take longer than expected to resolve?
Communicate proactively with the customer, provide updates on the progress, and offer alternative solutions or accommodations in the meantime to show commitment to resolving the issue.
True or False: “You’re welcome to call back later” is an affirming way to support a customer.
False. A better phrase would be, “Let me take care of that for you now.”
How can asking open-ended questions help in hearing a customer out?
It encourages the customer to provide more details about their concerns.
In what ways can understanding a customer’s emotions lead to a better resolution?
It builds trust and rapport, making the customer more open to solutions.
Give an example of an apology that also sets up the next step in solving the issue.
“I’m sorry for the inconvenience. Let me look into this and see what I can do to fix it.”
What is the importance of documenting the resolution steps after resolving a customer’s issue, and how does it benefit both the customer and the team?
Documenting resolution steps ensures accountability, provides a clear record for future reference, and helps the team learn from the experience to prevent similar issues. It also reassures the customer that their concern was addressed thoroughly and professionally.
How can replacing “There’s nothing I can do” with a more affirming statement improve the customer’s experience?
By replacing it with a phrase like, “Let me see what I can do to assist you,” you show initiative and a willingness to help, which builds trust and ensures the customer feels valued.