When you train your contact center agents, do you teach them to use empathy when delivering customer service? If so, do you teach empathy by telling your agents to apologize profusely for any inconveniences they may be experiencing? While it may be a genuine effort, scripted apologies often feel contrived to a frustrated customer. The article “A Threefold Approach to Empathy Training” by Sheri Kendall-Dupont and Mikey Corral, JR. says that contact centers should not train their agents on empathy statements, but instead to focus on empathy practice. The article goes on to share their empathy training approach, which can be broken up into the following categories:
- Deep Listening
- Understanding the Four Attributes of Empathy
- Resilience, Gamification, and Eyes on the Prize
To learn about empathy practice training, please click the link below:
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