🧠🖤 How to Apply Empathy in your Call Center Customer Service...
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4 Takeaways from this clip:
1 Use and apply scripts
-If English is a Second Language to your agents, then using scripts is the best way of improving your agents' vocabulary.
2 Learn an Empathy phrase per week
-Have your teams learn and use and Empathic statement per week and be consistent in following up that they're using it.
3 Visuals on the floor
-Have laminated visuales on the floor so agents can be reminded to use them on each call.
4 Get everyone involved
-Setup meetings and team huddles to follow up and get feedback. Also have operations, training and quality assurance on the same page for better results.
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