This is How You Communicate Empathy to Customers

4 Attributes of Empathy

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is communicate your understanding.

When your customer is upset, or frustrated, you could communicate your understanding this way: Continue reading “This is How You Communicate Empathy to Customers”

Want to Write Amazing Complaint Response Emails? Here are 4 Keys to Doing Just That.

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Story highlights:

Empathy, Casual Language, and Personal Pronouns are the secret to amazing complaint response emails

Have you heard of Blue Apron? It’s a grocery delivery service, basically. You get recipes and perfectly proportioned ingredients sent to you, and all you have to do is whip up gourmet meals in your kitchen. I use services like this literally every week. I just don’t have time to grocery shop with my busy kids and my travel schedule.

Well, the first time I tried Blue Apron, my food box came with a little problem. My bag of lentils had a small hole in it, and the lentils spilled.

I emailed Blue Apron that morning, and two hours later this is the response I got:

Continue reading “Want to Write Amazing Complaint Response Emails? Here are 4 Keys to Doing Just That.”