From the course: Empathy for Customer Service Professionals
Join today to access over 24,700 courses taught by industry experts.
Convey empathy when things go wrong for the customer
From the course: Empathy for Customer Service Professionals
Convey empathy when things go wrong for the customer
- When things go wrong, you are not just dealing with the issue. You must address the emotions associated with the problem. That is, you must validate the customer. If you don't validate the customer's emotional reaction, they don't feel heard, and they'll press, venting more, and possibly growing more upset. I'm giving you 10 fantastic phrases for validating customers in this video. You can use these phrases as is, or even better, customize them for your interactions. One, I realize this has to be frustrating for you. This statement acknowledges the customer's pain point outright. Instead of saying, "I understand you're upset," or "I understand you're angry," I prefer to use the word frustrate. It's not as emotionally charged, and it doesn't minimize the customer's feelings. Two, I want to get to the bottom of this just as much as you do. When you make this statement, you're putting yourself on the same side of the…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.