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Articles - Empathy

A selection of articles about empathy, one of the most important skills that an agent should have.

Illustration of a person smiling and holding hand like a phone

The Truth About Body Language on the Phone

The concept word Empathy on wooden cubes.

How to Develop Empathy as a Skill in Your Frontline Teams

Soft skills every agent needs to know before going live

5 Soft Skills Every Agent Needs Before Taking Their First Call

Empathy Statement Examples Video Cover Chris Mounce

Video: 4 Examples of Customer Service Empathy Statements

Empathy Statements Explained Video Cover

Video: What’s the Difference Between Empathy and Sympathy?

Group of people holding the SORRY written speech bubble

21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service

Empathy concept with an illustration of two heads facing each other

Why Empathy in Customer Service Is Not Enough

A magnifying glass and wooden puzzle with question mark - probing questions to put together the puzzle concept

15 Examples of Probing Questions for Customer Service

rapport on chalkboard

15 Ways to Build Rapport With Customers

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements

Empathy Statements for Customer Service With Examples

Word Empathy made of colorful letters and faces drawn on notes

What Is Empathy?

AER Statements written over paper speech bubbles - acknowledgment empathy reassurance

AER Statements for Customer Service

FFF feel felt found technique - words FFF feel felt found on white note

A Quick Guide to the Feel, Felt, Found Approach

Positive statement words including: smile, positive, thanks, pleasure, great, understanding, right, rapport,please,popular, certainly, understanding

The Top 25 Positive Words and Phrases for Customer Service

Understand your Customer on paper

3 Steps to Better Understanding Your Customers

A call centre agent in an office wearing a headset and glasses

How to Handle Contacts From Challenging Customers

Pen crossed out 'I am Sorry' on note

10 Ways to Say “Sorry for the Inconvenience Caused”

Notepad and pencil with the words alternatives to sorry for the inconvenience

15 Great Alternatives to “Sorry for the Inconvenience”

10 Customer Service Behaviours for Contact Centre Agents

10 Customer Service Behaviours Every Contact Centre Agent Should Have

Sticks with customer loyalty program on an office table.

7 Key Ideas for Winning Customer Loyalty

A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre

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

A vector illustration of a person with a speech bubble

Customer Service Language – With Examples

woman embracing sweetly her dog while looking the view

An Action Plan for Customer Empathy

Dog and human sharing empathetic connection

26 Great Techniques for Showing Real Empathy in Customer Service