Articles - Empathy

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

Hands Holding Yellow and White Speech Bubbles Customer Service Empathy Statements
Empathy Statements for Customer Service
Word Empathy made of colorful letters and faces drawn on notes
What Is Empathy?
AER Statements written over paper speech bubbles - acknowledgment empathy reassurance
Start Using AER Statements
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
Top 50 Positive Words and Phrases – With Examples
Understand your Customer on paper
3 Steps to Better Understanding Your Customers
How to Handle Contacts From Challenging Customers
rapport on chalkboard
27 Effective Ways to Build Rapport With Customers
Apologise for the Inconvenience - Say Sorry
10 Alternative Ways to Say: “Sorry for the Inconvenience Caused”
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
Professional Language for Customer Service
dog rests gently on his master's shoulder 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
A photo of someone holding the letters "EQ"
Emotional Intelligence FAQs Answered by an Expert
Rapport Building With Angry Customers – With Examples
A picture of arrows going through a wall
10 Strategies for Overcoming Objection Handling in Sales
Apologising for the inconvenience, I'm Sorry
“Sorry for the Inconvenience” – How to Offer a Genuine Apology
A photo of smiling contact centre advisor making a point
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
Lots of question marks on multicolour sheets
Probing Questions to Improve Your Customer Service – With Examples
A photo of a person sticking their tongue out to make a rude gesture
How to Deal With Rude Customers
Portrait of call center worker accompanied by her team.
The Top 10 Most Important Customer Service Skills