Sun.Dec 03, 2017

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This is How You Communicate Empathy to Customers

Myra Golden Media

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is, communicate your understanding. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. I’d like to take a minute to talk about what I think happened, and then answer any questions you might have.”.

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Top Call Center Tactics for Handling Stressed Out Callers

CSR Inc.

The Art of Thick-Skin For inbound call center agents, angry, hostile callers are a fact of life. Front line agents are unanimous in their verdict – stressed out callers are nerve-racking! They also contribute to the high agent turnover common to call centers. On the other hand, the customer is always right – even if their words (or volume) are not…right?

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What is a Socially Enabled Call Center?

Etech

What is a socially enabled call center? Well, to put it simply, a socially enabled call center is one that utilizes social media to effectively interact with and handle all customer service. The socially enabled call center is not limited to one or two channels, such as live-chat or voice, but uses social media platforms, such as Facebook and Twitter to handle customer service issues.

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The Opportunity In Negative Online Reviews

Influitive

Psst! We’re going to let you in on a little secret. Negative reviews may actually be your largest untapped resource. We know, the thought of getting negative reviews is uncomfortable at best and panic-inducing at worst. However, they can really be a good thing. Why negative reviews are good for your brand (yes, you read.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Taylor Reach Group Speaks at 15th Annual CEM Focused Conference

Taylor Reach Group

By: Sarah Hill – Stapley. Recently Colin Taylor, our CEO, and John Cockerill, President, had the pleasure of speaking at the 15th Annual SCORE Conference. The focus of this year’s event was incorporating CEM strategies as part of your corporate DNA. Senior executives from a variety of industries attended the conference clearly, deeply invested in Customer Experience.