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Articles - Empathy
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A selection of articles about empathy, one of the most important skills that an agent should have.
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POPULAR
How to Develop Empathy as a Skill in Your Frontline Teams
5 Soft Skills Every Agent Needs Before Taking Their First Call
4 Examples of Customer Service Empathy Statements
What’s the Difference Between Empathy and Sympathy?
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
Why Empathy in Customer Service Is Not Enough
15 Example Probing Questions to Better Understand Your Customers
What Is Customer Rapport? And 15 Ways to Build It
Empathy Statements for Customer Service With Examples
What Is Empathy?
Start Using AER Statements
A Quick Guide to the Feel, Felt, Found Approach
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
3 Steps to Better Understanding Your Customers
How to Handle Contacts From Challenging Customers
10 Alternative Ways to Say: “Sorry for the Inconvenience Caused”
21 Great Alternatives to “Sorry for the Inconvenience”
10 Customer Service Behaviours Every Contact Centre Agent Should Have
7 Key Ideas for Winning Customer Loyalty
How to Coach Empathy in the Contact Centre – With Three Training Exercises
Professional Language for Customer Service
An Action Plan for Customer Empathy
26 Great Techniques for Showing Real Empathy in Customer Service
Emotional Intelligence FAQs Answered by an Expert
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Editor's Pick
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
21 Tips to Make Your Customers Feel Truly Valued
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