to my wave mates... Basahin nten to pra nman magkaroon na tayo ng IMPACT sa mga empathy statements nten... waahhh!!! :)))

1. E m p a t h y

2. ACKNOWLEDGE YOUR
CUSTOMER
When your customer speaks, use
words like "yes", "oh", "OK", "I see"
and "go on", periodically, to let him
know that you are listening.

3. E M P A T H Y
Putting yourself in
someone else’s shoes

4. “Empathy statementsPROVE to theperson that you
understand their emotional state.....and aremost
effectivewhen you demonstratethat you also
understand WHY theindividual isupset....empathy
statementsdo not involveAGREEING with the
client, or condoning hisor her abusivebehavior.
Empathy statementsjust convey that you are
interested and concerned, and that you understand.
Nothing more, and nothing less.”
- Robert Bacal, Defusing Hostile Customers

5. Empathy
Main Entry: em·pa·thy
Pronunciation: 'em-p&-thE
Function: no un
1 : theimaginativeprojection of a
subjectivestateinto an object so that
theobject appearsto beinfused with it

6. Important!
• Follow up the empathy statement to
show your sincerity.
• Our customers are very important. Make
them feel that.
• Treat your customers the way you want
to be treated.

7. SYMPATHIZE OR EMPATHIZE
• Besympathetic or empathizeif you'vebeen
in thesamesituation asyour customer.
Examples:
"I'm sorry that you lost all your email."
"I wasjust asupset asyou arewhen I lost all
my email."

8. ENCOURAGE AND
REASSURE
• Encourageyour customer throughout the
call. Reassureyour customer when hehas
concerns.
Examples:
"You'redoing great!"
"Your settingswill not beaffected by these
troubleshooting steps."

9. It's not sympathy…
Empathy and sympathy are very
close and are sometimes used as
synonyms. The easiest way to
separate them is to remember that
empathy is about feelings while
sympathy is about actions.

10. Empathy Statements
• If a customer says:
"I lovetheservice. I useit all thetime.”
<provided that customer isnot sarcastic>
Say:
• "Thank you. I'm glad to hearthat."
• "That's good to know!"

11. • If a customer says:
"You're scamming me!"
"You're stealing my money!"
"Your service sucks!”
Say :
• "I'm sorry that you feel that way."

12. • If a customer says:
"I just recently lost my job and I can't
afford the service anymore."
"My husband/wife just died and I want
to cancel the account.“
Say :
"I'm sorry to hear that."

13. • If a customer says:
"I can't use the service. It's been three days."
"I'm losing business because of you."
"I've been transferred from one department
to another!“
Say:
• "Iapologize forthe inconvenience."
• "Iknow how frustrating this is and I
apologize."

14. RESPOND TO YOUR
CUSTOMER'S QUESTIONS
• If your customer asksyou aquestion, respond. If
you don't know theanswer, you still need to
respond. Our customersshould never haveto ask:
"Areyou there?“
Example:
• "I don't know theanswer to that question. Would
you likemeto look up that information for you?"

15. BE POLITE
• Use"please" and "thank you",
periodically, throughout thecall.
• Use"we" wordsto promotea
friendly, teamwork atmosphere

16. SET REALISTIC EXPECTATIONS
• Support Boundaries-- Let your customer know that
you may not beableto resolveissuesthat arecaused
by anything which isoutsideof your support
boundaries.
Example:
• "If avirusiscausing thisbehavior, I may not beable
to help you resolvetheissue. You may haveto
contact your antivirusmanufacturer for instructions
to removethevirus."

17. • Hold Times -- Tell your customer why you
need to put him on hold and thelength of
time, in minutes, that hemay beholding. A
short hold, abrief hold and sometimearenot
realistic timeexpectations“
Example:
"I need to look up information about thiserror
message. May I put you on hold for about 5
minuteswhileI check my resources?"

18. • Dead Air -- If you need to read casenotes,
look up information, read an articleor do
anything elsewithout putting your customer
on hold, let your customer know what you
need to do, how long it will takeand ask for
permission to do it.
Example:
"May I take2 or 3 minutesto read thecase
notes?"

19. ASK FOR PERMISSION
• Ask for permission to put your customer hold
in aprofessional manner. "I need afew
minutes, OK?" isnot aprofessional way to
ask for permission.
Example:
"May I put you on hold for about 2 minutes
whileI check my resources?"

20. THANK YOUR CUSTOMER
• Alwaysthank your customer for holding
thelineor for waiting for you.
Examples:
"Thank you for holding."
"I'vefinished reading thecasenotes. Thank
you for waiting.”

21. Power Words
Absolutely!
Great!
Wonderful!
That’s good to hear!
Empathy Statements
I’m sorry to hear that…
I’m sorry you feel that
way…
I understand how
frustrating this is...
I see where you’re
coming from…
I apologize for the
inconvenience…
Listener Feedback
I see.
Alright.
Ok.
I understand.
Your TONE is very important.
BE SINCERE…
MEAN WHAT YOU
SAY…
SMILE…

22. When your guest is disappointed.
• Offer your apology “I’m sorry …”
• Offer your solution “for you …”
• Ask their permission to help.

23. When your guest won’t
let you help.
• Take it as a challenge.
• Ask for the chance to prove
yourself.

24. When it’s not about
business.
• Stay pleasant and professional.
• Make a short statement, then back
to business
• If they persist? (Smile) “I consider
that personal."

25. When you can’t say yes.
• Never say “no”
• Always try. “Let me see what I
can do.”
• Always give them options.

26. When your guest feels
wronged.
• Let them talk without interruption.
• Use all of the above.