“The most crucial thing to do for customer service is to make sure the customer feels heard. Customers reach out for support because something isn’t right, they need help or they are unhappy with a product or service.
An empathetic agent can help diffuse the situation even when they may not have the power to provide the solution the customer really wanted.
This is a skill that involves more than being nice or just listening. You really need to understand the customer, be aware of what they might be feeling and connect with them. Showing them this kind of respect can really help to remove the anger and let the customer know that their concern is going somewhere.” – Jonas Fandrey
