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Empathy in cust svc

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ACKNOWLEDGE YOUR CUSTOMER When your customer speaks, use words like "yes", "oh", "OK", "I see" and "go on", periodically, to let him know that you are listening.
E M P A T H Y Putting yourself in someone else’s shoes
[object Object],[object Object]
Empathy ,[object Object],[object Object]
Important! ,[object Object],[object Object],[object Object]
SYMPATHIZE OR EMPATHIZE ,[object Object],[object Object],[object Object],[object Object]
ENCOURAGE AND REASSURE ,[object Object],[object Object],[object Object],[object Object]
It's not sympathy… ,[object Object]
Empathy Statements ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
RESPOND TO YOUR CUSTOMER'S QUESTIONS ,[object Object],[object Object],[object Object]
BE POLITE ,[object Object],[object Object]
SET REALISTIC EXPECTATIONS ,[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]
ASK FOR PERMISSION ,[object Object],[object Object],[object Object]
THANK YOUR CUSTOMER ,[object Object],[object Object],[object Object],[object Object]
Power Words Absolutely! Great! Wonderful! That’s good to hear! Empathy Statements I’m sorry to hear that… I’m sorry you feel that way… I understand how frustrating this is... I see where you’re coming from… I apologize for the inconvenience… Listener Feedback I see. Alright. Ok. I understand. Your TONE is very important. BE SINCERE… MEAN WHAT YOU SAY… SMILE…
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object]

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Empathy in cust svc

  • 1. E m p a t h y
  • 2. ACKNOWLEDGE YOUR CUSTOMER When your customer speaks, use words like "yes", "oh", "OK", "I see" and "go on", periodically, to let him know that you are listening.
  • 3. E M P A T H Y Putting yourself in someone else’s shoes
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  • 21. Power Words Absolutely! Great! Wonderful! That’s good to hear! Empathy Statements I’m sorry to hear that… I’m sorry you feel that way… I understand how frustrating this is... I see where you’re coming from… I apologize for the inconvenience… Listener Feedback I see. Alright. Ok. I understand. Your TONE is very important. BE SINCERE… MEAN WHAT YOU SAY… SMILE…
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