Here are 6 recordings of customer service scenarios demonstrating different ways to empathize with customers. Depending on the situation that each customer is in, empathy statements can slightly vary. Each mock call contains scripts and explanations.

00:00 Description
00:22 1. A casual mention of an unfortunate event
02:21 2. Emotional/chatty customer
07:00 3. Excited customer
09:00 4. No resolution, verbally abusive, wrong customer
12:37 5. No resolution, calm, wrong customer
15:50 6. Company’s fault
19:28 SUMMARY

Text format of this video: https://kwestyon.com/how-to-show-empa...

#customerservice #callcenter #empathy #bpo #bpocompany