Empathy In Customer Service - Ppt Download

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.

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 one awesome way to channel a person into 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.

Good, but hear my story. My son purchased an HP laptop, Model Z5170, and gave it to me. It provided satisfactory service for three years until one day it got damaged. I took it to their authorized service dealer at Indore, M/s Friends Computers, near Gita Bhawan, Indore, Madhya Pradesh. They provided a repair estimate which I approved, and I handed over the laptop for repair. Subsequently, I visited them ten times to collect the computer, but they ultimately returned it unrepaired and in a worsened condition as reported by another service dealer.

Following this, I have written four letters to HP India, but they have not responded, likely due to their association with the service dealer. What steps should I take at this stage, and what would you recommend I convey to HP company and their authorized service dealer?

Thanks and regards,
K.L. Dhawan
Email: kldhawan@gmail.com