2 Tips for Expressing Empathy Over the Phone _ Online Call Cente

What does empathy mean in the context of customer service?

• Understanding the customer's problems

• Speaking quickly

• Using a loud tone of voice

• Ignoring complaints

Why is a positive tone of voice important?

• To avoid the conversation

• To make the customer feel comfortable

• To speak more quickly

• To sound more authoritative

Which of the following phrases is more positive?

• It's not my problem

• You'll have to wait

• I can't help you

• Here's what I can do for you

What should you avoid when giving a negative response?

• Being sincere

• Being calm and polite

• Using negative words

• Listening to the customer

How can you show empathy to the customer?

• Not listening to their problems

• Talking only about yourself

• Talking only about yourself

• Asking questions about their day