Validating and empathizing

Apologising when a customer has been upset is a great way to start mending the relationship, and demonstrates that you understand that they have been made to feel negatively about your business.

By confirming that you would feel the same way, you create a sense of accord.

You can’t fully empathise with a customer unless you understand their problem.

So, start by using empathy statements to clarify the customer’s chat messages and ensure that you’re both on the same page.

It not only shows empathy for the customer’s plight, but also assures them that their feelings are understandable.

Empathy statements are a great way to validate a customer’s point of view.

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By using ‘I’, you personally involve yourself in the support process.

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