Empathy Detective!

Your assignment for today, should you choose to accept it, is Spot-the-Emotion.

Here's how it works. 

Step 1: Make a list of emotions your callers display, e.g.:

Frustration, Skepticism, Worry, Impatience, Relief, Confusion, Joy, Satisfaction

Step 2: During the call, spot the emotion of the caller and check it off your list.

Step 3: Use this to reflect back your understanding of their situation.  For example, "I understand your concern and would be glad to help" or "I appreciate your patience" or "You sound worried, let me see what we can do."

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