by Kay Miranda, Demand Media
Customer service representatives are a company’s first line of dealing with customer problems, complaints and discontent. It can be difficult to help customers who are lost in emotions and seemingly unable to get reprieve. According to Kristin Robertson of KR Consulting, “empathy absorbs emotion,” helping get customers into a state of negotiation rather than complaints. Implementing empathy training and helping customer service teams mitigate dissatisfied customer anger helps retain consumers, creating a win-win situation.
Step 1
Learn to listen actively……
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