Use Empathy as a Bridge to Facts
Respond to an upset customer with empathy that leads to diagnosis rather than debate.
Jordan J customer Jordan is already frustrated and has repeated the same issue twice. The service rep has one chance to lower the temperature without losing the facts. The words chosen now determine whether the customer collaborates or escalates. 2x issue repeated 6 min before callback SLA Empathy before evidence Reflect the impact, then ask the smallest useful question. Explain first Sounds efficient but often increases threat. The customer can help because they no longer have to fight to be understood. Opening I have explained this to two people already. Are you going to read another script at me? angry…
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