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This document provides an overview of a customer service empathy seminar. It defines empathy as understanding another's feelings without experiencing them directly, while sympathy means sharing another's feelings. It discusses identifying customer cues that indicate frustration and providing empathetic responses to resolve issues and satisfy customers. The document emphasizes customizing responses to specific problems and personalizing responses from one's own perspective to act as a "hero" rather than providing zero empathy. It concludes with tips for displaying empathy, such as acknowledging customers' emotions, reassuring them, and avoiding interruptions.
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- 12. Provide the appropriate HERO empathetic responses to the following: HERO 1: CUSTOMIZING Customer: The previous agent told me that it would only take four hours for my credit card to be activated. It’s been over seven days now and I still can’t use it! Agent: Customer: My card keeps getting declined! I don’t understand it; it was working perfectly fine yesterday! Agent: Customer: Not so good. My dog just died. Agent:
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