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Three easy ways to develop empathy super powers

Toister Performance Solutions

APRIL 15, 2021

To my surprise, a friendly employee quickly answered my technical support call. In customer service, we take this definition a bit further. Empathy means understanding the negative emotions your customer is experiencing and taking action to help them feel better. Try to imagine why the customer felt that way.

Technical Support 119
Technical Support Airlines Customer emotions Customer Service 119
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Five advanced customer service techniques to raise your game

Toister Performance Solutions

AUGUST 26, 2021

. #3 Use the partner technique when serving upset customers Empathizing with upset customers is a basic skill. A more advanced version is the partner technique, which helps customers feel like you are on their side. I learned this one from watching airline gate agents enforce carry-on bag size limits.

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Customer Service Technical Support Customer emotions Airlines 84
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