Train Your Advisors to Recognise Emotions 692 Filed under - Archived Content, Emotion Recognising and reacting to customers’ emotions can be a great way to build rapport and turn around angry customers. For example, if a caller sounds angry or upset, a good approach could be to say “It sounds as though you are angry or upset.” If they agree you could follow up with “That sounds really bad – why don’t you tell me about what has happened?” You then need to be quiet and listen. This will help the caller to offload their emotions A good check question would be to ask yourself after the call “If this was your nan, would you be happy with the outcome?” Author: Jo Robinson Published On: 15th Sep 2015 - Last modified: 10th Dec 2020 Read more about - Archived Content, Emotion Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter