Tag: How to Get Reps To Express Empathy

What Aikido Masters Know About Handling Difficult People That You Don’t

I’m sitting at my desk reading feedback from my recent Verbal Aikido workshop. The workshop was: “What Aikido Master Know About Handling Difficult People That You Don’t” As you know, much of what I teach is focused […]

7 Phrases That Convey Empathy to Customers

One of the skills we practice in my onsite customer service workshops is how to acknowledge customer concern. That is, how to make the customer feel heard, respected and understood when they voice a problem or complaint.  Here are some of the exact phrases I share in my training sessions:

7 Phrases That Convey Empathy to Customers 

Trying to Get Customer Service Representatives to Convey Empathy? Here’s How.

One of the most frequent training requests we receive in my practice is training to help contact center agents be more compassionate, show concern and express empathy. Many times I’ve been asked, “Can you even […]