Customer Experience News & Trends

Respond with the right emotion in 3 customer situations

Convey the right emotion in tough customer situations, and you’ll be a contact center champ. Here’s a guide.

Some situations call for more attention to emotional detail than others, says management and communication expert Andy Elkind.

  • For routine calls and situations, assure customers they’ve reached the right person. You might say: “I can help you with that,” or “I’ll be glad to help.”
  • For situations when customers have strong emotions, empathize with them. Use a sincere tone when saying something such as, “Oh, no. I’m sorry to hear that. I can help you” or “That’s terrific news! It’ll be a treat to help you with that.”
  • For situations when customers are upset because of a problem, give an apology along with empathy and assurance. For instance, “I’m sorry this has happened. It can be frustrating. Now I’m going to do everything I can to help you get it taken care of.”

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