# data[].attributes.body
CP

# data[].attributes.headline
going out of your way to make things better  LR

# data[].attributes.subject
going out of your way to make things better  LR

# data[].attributes.body
CP

# data[].attributes.body
CP

# data[].attributes.headline
Don't settle until problem gets resolved     KL

# data[].attributes.subject
Don't settle until problem gets resolved     KL

# data[].attributes.headline
Having a "The customer is always right" mentality     KL

# data[].attributes.subject
Having a "The customer is always right" mentality     KL

# data[].attributes.headline
Show understanding by nodding your head      KL

# data[].attributes.subject
Show understanding by nodding your head      KL

# data[].attributes.headline
Makin sure the customer is satisfied with results SM

# data[].attributes.subject
Makin sure the customer is satisfied with results SM

# data[].attributes.headline
always try to go above the customers expectations  LR

# data[].attributes.subject
always try to go above the customers expectations  LR

# data[].attributes.headline
do not just do the minimum to get them out of the way   LR

# data[].attributes.subject
do not just do the minimum to get them out of the way   LR

# data[].attributes.headline
See things from their point of view    KL

# data[].attributes.subject
See things from their point of view    KL

# data[].attributes.headline
make the customer feel like they were heard   LR

# data[].attributes.subject
make the customer feel like they were heard   LR

# data[].attributes.headline
Ask the customer what we could do      KL

# data[].attributes.subject
Ask the customer what we could do      KL

# data[].attributes.headline
Add complimentary items for the troubles      KL

# data[].attributes.subject
Add complimentary items for the troubles      KL

# data[].attributes.headline
managers need to spread that culture so that employees feel comfortable   LR

# data[].attributes.subject
managers need to spread that culture so that employees feel comfortable   LR

# data[].attributes.headline
Analyze the factors contributing to the issue SM

# data[].attributes.subject
Analyze the factors contributing to the issue SM

# data[].attributes.headline
Resolve problems as if you had the same problem      KL

# data[].attributes.subject
Resolve problems as if you had the same problem      KL

# data[].attributes.headline
Working as a team to resolve an issue      KL

# data[].attributes.subject
Working as a team to resolve an issue      KL

# data[].attributes.headline
Host events/parties to build a better team culture.         KL

# data[].attributes.subject
Host events/parties to build a better team culture.         KL

# data[].attributes.headline
let the customer know your sympathizing with them  LR

# data[].attributes.subject
let the customer know your sympathizing with them  LR

# data[].attributes.headline
use the correct words for the situation your dealing with   LR

# data[].attributes.subject
use the correct words for the situation your dealing with   LR

# data[].attributes.headline
Make customers feel they are important SM

# data[].attributes.subject
Make customers feel they are important SM

# data[].attributes.headline
when face to face make sure your posture is sympathetic   LR

# data[].attributes.subject
when face to face make sure your posture is sympathetic   LR

# data[].attributes.headline
Set a positive attitude fr the company SM

# data[].attributes.subject
Set a positive attitude fr the company SM

# data[].attributes.headline
Repeat what they said so you understand SM

# data[].attributes.subject
Repeat what they said so you understand SM

# data[].attributes.body
cp

# data[].attributes.body
cp

# data[].attributes.body
CP

# data[].attributes.headline
see the problem from multiple perspective

# data[].attributes.subject
see the problem from multiple perspective

# data[].attributes.body
cp

# data[].attributes.body
cp

# data[].attributes.headline
Fix the problem as quickly as possible even if it means staying on the line longer

# data[].attributes.subject
Fix the problem as quickly as possible even if it means staying on the line longer

# data[].attributes.body
CP

# data[].attributes.headline
make the customer feel like it is your problem as well

# data[].attributes.subject
make the customer feel like it is your problem as well

# data[].attributes.body
cp

# data[].attributes.headline
Defuse the situation with empathetic tones or words

# data[].attributes.subject
Defuse the situation with empathetic tones or words

# data[].attributes.body
cp

# data[].attributes.headline
Ensure all staff are trained the same way in order to deal with every situation

# data[].attributes.subject
Ensure all staff are trained the same way in order to deal with every situation

# data[].attributes.body
cp

# data[].attributes.body
cp

# data[].attributes.body
This is taking time and listening to the problem and trying to understand what the are feeling and why this is a problem for them

KW

# data[].attributes.headline
having a sense of urgency in fixing a problem

# data[].attributes.subject
having a sense of urgency in fixing a problem

# data[].attributes.body
These are words to use while being empathic such as I understand, we are sorry for the inconvenience, and we would like help with any misfortune this has caused you

KW

# data[].attributes.headline
Empathy means being supportive. It allows customers to know that you support their problem.

# data[].attributes.subject
Empathy means being supportive. It allows customers to know that you support their problem.

# data[].attributes.headline
With empathy you have to be encouraging. If you are dealing with an angry customer, you have to show actions of encouragement 

# data[].attributes.subject
With empathy you have to be encouraging. If you are dealing with an angry customer, you have to show actions of encouragement 

# data[].attributes.body
While we may not have feel the same thing we can all relate to a problem they may be having and this is a good way of saying hey I have been in a same situation and I know the pain this can cause. this shows the customer that we are human and can understand the struggle is real

KW

# data[].attributes.headline
One of the key elements with empathy is to firstly acknowledge the customer's concerns and by sharing how you feel about the situation. This can ease an angry customer down because they can see that someone is LISTENING and cares about their situation. 

# data[].attributes.subject
One of the key elements with empathy is to firstly acknowledge the customer's concerns and by sharing how you feel about the situation. This can ease an angry customer down because they can see that someone is LISTENING and cares about their situation. 

# data[].attributes.body
you have to make your email not harsh and robotic. This requires using key words such as I understand, feel, and sorry

KW

# data[].attributes.body
First key in communication is active listening. as discussed, someone can listen to your problem but not understand what you had to say

# data[].attributes.headline
Staying engage in the conversation is a sign of good communication. Not by interrupting a customer but by signs,signals or by speaking empathic words to allow them to know that you truly are paying attention.

# data[].attributes.subject
Staying engage in the conversation is a sign of good communication. Not by interrupting a customer but by signs,signals or by speaking empathic words to allow them to know that you truly are paying attention.

# data[].attributes.headline
ask critical questions with empathetic phrases oh I'm sorry this happened to you.  cp

# data[].attributes.subject
ask critical questions with empathetic phrases oh I'm sorry this happened to you.  cp

# data[].attributes.body
In person you want to have a cool calm but concerning appearance. you do not want to put yourself as a hard know it all

KW

# data[].attributes.body
communication also has alot to do with how you solve the customer's problem or how efficient you are getting them the help they need. Communication can be you following up with a customer through out the situation.

# data[].attributes.body
Use soft tones in Emails don't use all caps CP

# data[].attributes.body
When on a phone allow them to vent never cut them off. It shows that you do not care and just want them off the phone

KW

# data[].attributes.headline
Problem solving, one key is to figure out what your main problem is and find the best way to show empathetic skills and communication with the customer with your end result. Your way of communicating your problem through your words or tone can help ease the customer even if your solution was not what they had asked for. 

# data[].attributes.subject
Problem solving, one key is to figure out what your main problem is and find the best way to show empathetic skills and communication with the customer with your end result. Your way of communicating your problem through your words or tone can help ease the customer even if your solution was not what they had asked for. 

# data[].attributes.body
empathy is not sympathy which sympathy you are implying an inherit sadness

# data[].attributes.body
Take notes and turn off the computer. this will assist in the paying attention to the person and the problem. This will also make sure you are not solving the problem before knowing the whole problem

KW

# data[].attributes.body
Never except that this can not be done. this is also exceeding expectation but if you don't try to work around the that's what we over have done you will never be innovative in making a better service or product

KW

# data[].attributes.body
Work well with counter parts. This will increase productivity and will create a good rapport so that when you contact IT and they know who and how you work they can be a step ahead of knowing what you will need them for and already to help with the problem

KW

# data[].attributes.headline
Another key in problem solving is to follow up with a customer. This creates great customer service experience. 

# data[].attributes.subject
Another key in problem solving is to follow up with a customer. This creates great customer service experience. 

# data[].attributes.body
Going the extra step to make sure the customer is feeling appreciated. This can be as simple as remembering customers, making follow up calls even when they didn't expect one, or like the burger joint did and bring them the food when the order was wrong just because it was the right thing to do.

KW

# data[].attributes.headline
Exceeding expectations is helping out a customer with a problem that could be beyond your department 

# data[].attributes.subject
Exceeding expectations is helping out a customer with a problem that could be beyond your department 

# data[].attributes.headline
You have to connect with your customer. Let them know you care about their needs.

# data[].attributes.subject
You have to connect with your customer. Let them know you care about their needs.

# data[].attributes.body
Customer are tired of hearing the that's all I can do for you line. find ways around to solve the problem allow time to get a better reason and constantly ask why not to change the scope of what is allowed. this will allow you to tell the customer normally we wasn't able to but I found away and will make a customer for life.

KW

# data[].attributes.headline
Follow up with customers through surveys. Ask them if you reached the problem they had questions or needed help about. If there was anything you else you would be available to help them with etc but this has to be done with empathy and not scripted words. 

# data[].attributes.subject
Follow up with customers through surveys. Ask them if you reached the problem they had questions or needed help about. If there was anything you else you would be available to help them with etc but this has to be done with empathy and not scripted words. 

# data[].attributes.headline
Empathy is a direct response to listening. If a person doesn't truly listen to a customer while they are explaining the problem or concern, then how can they really empathize with that customer. I think that is where scripts are introduced and the sentiment is lost in the mechanics of servicing the customer instead of providing service to the customer. 

# data[].attributes.subject
Empathy is a direct response to listening. If a person doesn't truly listen to a customer while they are explaining the problem or concern, then how can they really empathize with that customer. I think that is where scripts are introduced and the sentiment is lost in the mechanics of servicing the customer instead of providing service to the customer. 

# data[].attributes.body
It will speak volumes of your company if there is a problem and you are able to fix it but then offer something as simple as a month free subscription. this shows the customer you care about them and understand that the problem can cause issues.

KW

# data[].attributes.body
If you have a smile on your face you will be better received if you answer the phone angry you will be received that way CP

# data[].attributes.headline
This is key as well. This can be done  by firstly educating your team on what excellence service is

# data[].attributes.subject
This is key as well. This can be done  by firstly educating your team on what excellence service is

# data[].attributes.headline
By listening to your target market(voice of the customer) Based on feedback you can help create a culture of customer service that can tend to the direct needs of your customers.  

# data[].attributes.subject
By listening to your target market(voice of the customer) Based on feedback you can help create a culture of customer service that can tend to the direct needs of your customers.  

# data[].attributes.body
Train your employees to create a empathic and compassionate environment for the customers.

KW

# data[].attributes.headline
I took a lot from the course material centered on emails. Since then my emails have become...better. They are at least less harsh and more focused on explaining the information as though I had never met these people before.

# data[].attributes.subject
I took a lot from the course material centered on emails. Since then my emails have become...better. They are at least less harsh and more focused on explaining the information as though I had never met these people before.

# data[].attributes.body
Don't have a time restriction that a service rep and have with a customer allow him time to get to the root of them problem and fix it.

KW

# data[].attributes.headline
To be able to solve a customers problem, you must first understand the problem. That's why listening to the customers concerns is so important. There are several problems that are all alike; address changes, billing changes, etc. But all customers are different.

# data[].attributes.subject
To be able to solve a customers problem, you must first understand the problem. That's why listening to the customers concerns is so important. There are several problems that are all alike; address changes, billing changes, etc. But all customers are different.

# data[].attributes.headline
Your organization leaders and managers should lead by example. This creates a work space environment where other team members can follow. A great example is the CEO of zappos. 

# data[].attributes.subject
Your organization leaders and managers should lead by example. This creates a work space environment where other team members can follow. A great example is the CEO of zappos. 

# data[].attributes.body
Involve your employees in creating a better work environment for them and the customer. this will show that they have stack in the business and the way the customers are being treated. it give that sense of ownership to the employees

KW

# data[].attributes.body
Empathy & Compassion
Understanding KL
Understanding   KL
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put yourself in their shoes
put yourself in their shoes
CP
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Empathetic words SM
Empathetic words SM
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Apologizing for a mistake SM
Apologizing for a mistake SM
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Show understanding by nodding your head KL
Show understanding by nodding your head      KL
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Make their problem your problem KL
Make their problem your problem    KL
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Emotional intelligence SM
Emotional intelligence SM
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let the customer know your sympathizing with them LR
let the customer know your sympathizing with them  LR
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use the correct words for the situation your dealing with LR
use the correct words for the situation your dealing with   LR
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Show customers that you care SM
Show customers that you care SM
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when face to face make sure your posture is sympathetic LR
when face to face make sure your posture is sympathetic   LR
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go the extra mile
go the extra mile 
CP
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make the customer feel like it is your problem as well
make the customer feel like it is your problem as well
cp
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Anonymous 28m
look at it as if it was your problem cp
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walking a mile in their shoes
walking a mile in their shoes
This is taking time and listening to the problem and trying to understand what the are feeling and why this is a problem for them

KW
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Key Words
Key Words
These are words to use while being empathic such as I understand, we are sorry for the inconvenience, and we would like help with any misfortune this has caused you

KW
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0
Your avatar

Empathy means being supportive. It allows customers to know that you support their problem.
Empathy means being supportive. It allows customers to know that you support their problem.
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0
Your avatar

With empathy you have to be encouraging. If you are dealing with an angry customer, you have to show actions of encouragement
With empathy you have to be encouraging. If you are dealing with an angry customer, you have to show actions of encouragement 
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Your avatar

Relating
Relating
While we may not have feel the same thing we can all relate to a problem they may be having and this is a good way of saying hey I have been in a same situation and I know the pain this can cause. this shows the customer that we are human and can understand the struggle is real

KW
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0
Your avatar

One of the key elements with empathy is to firstly acknowledge the customer's concerns and by sharing how you feel about the situation. This can ease an angry customer down because they can see that someone is LISTENING and cares about their situation.
One of the key elements with empathy is to firstly acknowledge the customer's concerns and by sharing how you feel about the situation. This can ease an angry customer down because they can see that someone is LISTENING and cares about their situation. 
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Your avatar


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empathy is not sympa
empathy is not sympathy which sympathy you are implying an inherit sadness
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0
Your avatar

Empathy is a direct response to listening. If a person doesn't truly listen to a customer while they are explaining the problem or concern, then how can they really empathize with that customer. I think that is where scripts are introduced and the sentiment is lost in the mechanics of servicing the customer instead of providing service to the customer.
Empathy is a direct response to listening. If a person doesn't truly listen to a customer while they are explaining the problem or concern, then how can they really empathize with that customer. I think that is where scripts are introduced and the sentiment is lost in the mechanics of servicing the customer instead of providing service to the customer. 
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add
Communication (multiple elements)
listening LR
listening    LR
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Clear Speaking KL
Clear Speaking    KL
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Tone SM
Tone SM
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more_vert
body language LR
body language  LR
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facial expressions LR
facial expressions LR
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Speak slowly KL
Speak slowly      KL
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See things from their point of view KL
See things from their point of view    KL
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Repeat what they said so you understand SM
Repeat what they said so you understand SM
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Your avatar

hand expressions
hand expressions
cp
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Your avatar

eye contact
eye contact
cp
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0
Your avatar

Tone in a Email
Tone in a Email
you have to make your email not harsh and robotic. This requires using key words such as I understand, feel, and sorry

KW
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0
Your avatar

First key in communi
First key in communication is active listening. as discussed, someone can listen to your problem but not understand what you had to say 

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0
Your avatar

Staying engage in the conversation is a sign of good communication. Not by interrupting a customer but by signs,signals or by speaking empathic words to allow them to know that you truly are paying attention.
Staying engage in the conversation is a sign of good communication. Not by interrupting a customer but by signs,signals or by speaking empathic words to allow them to know that you truly are paying attention.
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0
Your avatar

ask critical questions with empathetic phrases oh I'm sorry this happened to you. cp
ask critical questions with empathetic phrases oh I'm sorry this happened to you.  cp
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0
Your avatar

Body language
Body language
In person you want to have a cool calm but concerning appearance. you do not want to put yourself as a hard know it all

KW
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0
Your avatar

communication also h
communication also has alot to do with how you solve the customer's problem or how efficient you are getting them the help they need. Communication can be you following up with a customer through out the situation.
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0
Your avatar

Use soft tones in Em
Use soft tones in Emails don't use all caps CP
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Never interrupt
Never interrupt
When on a phone allow them to vent never cut them off. It shows that you do not care and just want them off the phone

KW
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If you have a smile
If you have a smile on your face you will be better received if you answer the phone angry you will be received that way CP
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I took a lot from the course material centered on emails. Since then my emails have become...better. They are at least less harsh and more focused on explaining the information as though I had never met these people before.
I took a lot from the course material centered on emails. Since then my emails have become...better. They are at least less harsh and more focused on explaining the information as though I had never met these people before.
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add
Problem Solving
understand the problem LR
understand the problem  LR
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Defuse Situations KL
Defuse Situations   KL
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Solutions to the problem SM
Solutions to the problem SM
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gather all the information
gather all the information
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create positive solutions
create positive solutions
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forward_button
create positive solutions LR
create positive solutions LR
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Makin sure the customer is satisfied with results SM
Makin sure the customer is satisfied with results SM
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make the customer feel like they were heard LR
make the customer feel like they were heard   LR
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Your avatar

Repeat the problem back to them KL
Repeat the problem back to them     KL
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Your avatar

Ask the customer what we could do KL
Ask the customer what we could do      KL
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Analyze the factors contributing to the issue SM
Analyze the factors contributing to the issue SM
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Your avatar

see the problem from multiple perspective
see the problem from multiple perspective
cp
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0
Your avatar

Defuse the situation with empathetic tones or words
Defuse the situation with empathetic tones or words
cp
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0
Your avatar

Ensure all staff are trained the same way in order to deal with every situation
Ensure all staff are trained the same way in order to deal with every situation
cp
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0
Your avatar


forward_button
don't use scripted lingo
don't use scripted lingo
cp
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0
Your avatar

Problem solving, one key is to figure out what your main problem is and find the best way to show empathetic skills and communication with the customer with your end result. Your way of communicating your problem through your words or tone can help ease the customer even if your solution was not what they had asked for.
Problem solving, one key is to figure out what your main problem is and find the best way to show empathetic skills and communication with the customer with your end result. Your way of communicating your problem through your words or tone can help ease the customer even if your solution was not what they had asked for. 
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0
Your avatar

Note
Note
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Notes
Notes
Take notes and turn off the computer. this will assist in the paying attention to the person and the problem. This will also make sure you are not solving the problem before knowing the whole problem

KW
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0
Your avatar

Push the boundaries
Push the boundaries
Never except that this can not be done. this is also exceeding expectation but if you don't try to work around the that's what we over have done you will never be innovative in making a better service or product

KW
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0
Your avatar

Collaborate
Collaborate
Work well with counter parts. This will increase productivity and will create a good rapport so that when you contact IT and they know who and how you work they can be a step ahead of knowing what you will need them for and already to help with the problem

KW
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0
Your avatar

Another key in problem solving is to follow up with a customer. This creates great customer service experience.
Another key in problem solving is to follow up with a customer. This creates great customer service experience. 
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0
Your avatar

To be able to solve a customers problem, you must first understand the problem. That's why listening to the customers concerns is so important. There are several problems that are all alike; address changes, billing changes, etc. But all customers are different.
To be able to solve a customers problem, you must first understand the problem. That's why listening to the customers concerns is so important. There are several problems that are all alike; address changes, billing changes

# data[].attributes.body
listening LR
listening    LR
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0
Your avatar

Clear Speaking KL
Clear Speaking    KL
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0
Your avatar

Tone SM
Tone SM
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0
Your avatar


more_vert
body language LR
body language  LR
favorite_border
0
Your avatar

facial expressions LR
facial expressions LR
favorite_border
0
Your avatar


forward_button
Speak slowly KL
Speak slowly      KL
favorite_border
0
Your avatar

See things from their point of view KL
See things from their point of view    KL
favorite_border
0
Your avatar

Repeat what they said so you understand SM
Repeat what they said so you understand SM
favorite_border
0
Your avatar

hand expressions
hand expressions
cp
favorite_border
0
Your avatar

eye contact
eye contact
cp
favorite_border
0
Your avatar

Tone in a Email
Tone in a Email
you have to make your email not harsh and robotic. This requires using key words such as I understand, feel, and sorry

KW
favorite_border
0
Your avatar

First key in communi
First key in communication is active listening. as discussed, someone can listen to your problem but not understand what you had to say 

favorite_border
0
Your avatar

Staying engage in the conversation is a sign of good communication. Not by interrupting a customer but by signs,signals or by speaking empathic words to allow them to know that you truly are paying attention.
Staying engage in the conversation is a sign of good communication. Not by interrupting a customer but by signs,signals or by speaking empathic words to allow them to know that you truly are paying attention.
favorite_border
0
Your avatar

ask critical questions with empathetic phrases oh I'm sorry this happened to you. cp
ask critical questions with empathetic phrases oh I'm sorry this happened to you.  cp
favorite_border
0
Your avatar

Body language
Body language
In person you want to have a cool calm but concerning appearance. you do not want to put yourself as a hard know it all

KW
favorite_border
0
Your avatar


more_vert
communication also h
communication also has alot to do with how you solve the customer's problem or how efficient you are getting them the help they need. Communication can be you following up with a customer through out the situation.
favorite_border
0