Articles - Empathy

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

The word sorry is etched onto a piece of wood, clipped to a clothes line

21 Customer Service Apology Statements – With Examples

Empathy concept with an illustration of two heads facing each other

Why Empathy in Customer Service Is Not Enough

Lots of question marks on multicolour sheets

Probing Questions to Improve Your Customer Service – With Examples

rapport on chalkboard

28 Effective Ways to Build Rapport With Customers and Clients

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

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