Impeccable Empathy

Customer Experience Tip #1167

When a customer comes to you with an emotionally-charged concern, you can NEVER meet them with indifference. Instead, follow these steps: Hear them out. Begin with an apology for their experience (regardless of fault). Solve their problem and thank them for bringing it to your attention. If you cannot let go of blame and execute on these simple steps, there’s a very good chance you’re not cut out to be on the front line.

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