Empathy Detective


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

Here's how it works:

  1. Make a list of common emotions your callers display: Frustration, Skepticism, Worry, Impatience, Relief, Confusion, Joy, Satisfaction…

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

  3. Step 3: Use this to reflect back your understanding of their situation. 

    For example: "I understand your concern and would be glad to help," "I appreciate your patience," or "You sound worried, let me see what we can do."

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