Comments on: How to improve empathy in the call centre

By: mitch

mitch — Sun, 06 Nov 2011 14:32:32 +0000

this is some good stuff. The article above make you realize how truly important it is to empathize someone else’s feelings. Please give us some good sample statements that we may share to our agents.

By: sarah

sarah — Fri, 24 Jun 2011 14:36:08 +0000

i would like to see some phrases pls.

By: cristine

cristine — Thu, 10 Mar 2011 13:25:45 +0000

thankyou! big help for us

By: Mayur

Mayur — Wed, 02 Mar 2011 11:56:40 +0000

Thank you.
It is possible to resolve an issue and yet leave the Customer with the feeling that the experience was frustrating and unpleasant…

By: andy

andy — Tue, 18 Jan 2011 18:09:36 +0000

Excellent

By: Clarita Duany

Clarita Duany — Thu, 02 Dec 2010 15:33:37 +0000

This is great! LOVE IT! As a Quality Assurance Coordinator for a major health care system in Philadelhpia, PA, USA, I’m always looking for ways to communicate to the agents the importance of good customer service and empathy. I look forward to more readings like this.

By: Chris Schultz

Chris Schultz — Tue, 25 May 2010 08:41:08 +0000

I am glad this website was made.
It will stregthen our dispatched call center staff.
Thank you.

By: case vacanza toscana

case vacanza toscana — Tue, 13 Apr 2010 01:34:59 +0000

These tips are really helpful.I came to know a lot of useful things from this post.Thanks a lot for sharing. Keep blogging. Looking forward to reading your next post.

By: Hari Sabio

Hari Sabio — Tue, 06 Apr 2010 17:42:06 +0000

this is very helpful and effective!

Thank you so much!

By: Diane Banister

Diane Banister — Wed, 31 Mar 2010 10:20:13 +0000

Bravo, great post.

Training so often focuses on the systems, the procedures, the processes and not on the things that the customer “judge” their experience by.

The role play is where we see learning accelerate and good briefs, see participants learning as much when they play the caller as when they practice being the agent.

We’ve also got to bear in mind, that many businesses become entrenched in their world, and their systems. “The computer says no”

Running training sessions which help people focus on what it’s like to be a customer with that organisation really helps connect agents and callers, and that connection is also crucual in employee engagement.