Em-Pa-Thy, as easy as 1-2-3

Sympathizing with a customer is kind, but when it’s drawn out or allowing them to simmer, it only takes that much longer to help the customer through their issue. When you empathize, you can convey that you understand a customer's concern while taking active steps to resolve it. Try empathy instead, in three easy steps:

●      Repeat what you’ve heard to clarify the main points of your customer’s inquiry.

●      Express you understand the stress your customer is feeling.

●      Commit to resolving the issue as soon as possible.

No need to re-hash when you can deliver re-sults.