You know how when you're stressed about something, you can’t stop thinking about it? Remember that feeling to relate or empathize with a customer who has a complaint, concern, or inconvenience that’s upsetting them. Help them rest a little easier:
Reassure them and give them a status, so they know what to expect.
Give the customer some relief that their situation will be resolved ASAP.
Be as detailed as possible, so the customer isn't left confused or pining away with worry.
Here's a nice little package of a statement for you:
“Thank you for bringing this to our attention. I’ve sent it to the appropriate department to resolve immediately. I’ll update you by the end of the week.”
We want to hear from you! Has empathy changed your customer interactions?