CONNECTING WITH THE CUSTOMER

Reassuring and Empathizing Module

Training Objectives• Define positive key words and phrases that reassure

customers that their needs have been heard and understood.

• Identify difficult situations and the key words and phrases that express empathy in those difficult situations.

• Define words that can be interpreted as uncaring and should be avoided.

ReassureProve you heard the customer’s needsShow you are happy to helpReassuring words and phrases

CertainlyI’ll be happy toIt will be my pleasureI will make sure we are thoroughI will get this resolved to your satisfactionPlease tell me more about what you need

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EmpathizeExpress sympathy with difficult situationsPromise to take charge of situationMake empathetic listening sounds such as “I

see”Empathetic words and phrases

I’m so sorry that happenedI can hear you’re upset I understandWhat can I do to make this okay?

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Words to Avoid in Difficult SituationsAvoid words/phrases that can be interpreted

as uncaringAvoid interrupting the callerWords/phrases to avoid

Okay, okayYou must have done something wrongIf you just calm down, I’ll try to helpIt cannot be done because

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Reassuring phrases

Empathy in difficult situations

Listening and Responding

AssessmentReassure and Empathize to Connect with the Customer

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CERTIFICATE OF ACHIEVEMENT

REASSURE AND EMPLATHIZE MODULE

CUSTOMER SERVICE SKILLS