PHRASES TO COMMUNICATE UNDERSTANDING AND EMPATHY
• Thank you for bringing this to our attention…
• I know we can help you…
• You were good to catch this problem…
• I can understand what you are saying about the situation..
• Yes, I see your position…
• I initially felt just as you do about it…
• I want to help you…
• Quite a few people feel that way…
• It does seem like it could be interpreted that way....
Letting people know you care and are willing to look through their lens, can make all the difference between delivering a poor customer experience and a great customer experience.
http://www.retainloyalcustomers.com/
Teri Yanovitch is a leading speaker, trainer and consultant on creating a culture of customer service within an organization. Her firm T.A.Yanovitch, Inc. provides a clear and proven process on how to create this culture of service and helps guide organizations to ensure their success. Through her presentations, workshops and training, Teri has assisted organizations from all industries to differentiate their business through the competitive edge of the customer experience.
Contact Teri at ty@retainloyalcustomers.com
Her highly acclaimed book Unleashing Excellence – The Complete Guide to “ Ultimate Customer Service” has sold over 32,000 books and is recognized as a practical, hands-on approach to providing a seamless extraordinary service experience to retain customers and employees. Contact Teri at ty@retainloyalcustomers.com for your next speaking engagement or for a copy of her book.
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