Training Techs to Empathize: How Do You Equip Them with the Right Words for Customer Calls?

Training Techs to Empathize with Customers

When training techs to empathize with the customer, often some express uncertainty about what to say to the customer. This training focuses on understanding empathy and provides specific phrases that techs can use during customer calls. There is also an opportunity to expand the discussion and enhance customer service skills.

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The Importance of Empathy

Empathy, as the word suggests, is one of the most critical competencies that an individual is blessed with. It is my sincere belief that having this gift is an awesome way to channel a person into becoming a well-rounded individual. It is certainly not only a patience builder but also the foundational base for preparing oneself to master the art of emotional intelligence, professionalism, and people skills.