You can effectively express empathy only when you feel empathy. Watch our video on how to cultivate and improve your empathy: [ Ссылка ]

Read: A guide to empathy in customer service --[ Ссылка ]

Customers need to know that you understand how they feel and that you are on their side. They should be able to end a conversation on a happy note even when they didn’t get their way. As a support agent, you can achieve this only by successfully expressing empathy. Here are 7 ways to express empathy:

1. Listen actively
2. Make them a part of your solution
3. Be curious about your customers
4. Respond to the customer’s tone
5. Do not assume, ask
6. Take their side when they are right
7. Avoid sympathy

Join the Freshworks Academy to download related resources which include a list of empathy phrases you can use in your customer conversations - [ Ссылка ]

Check out Freshworks, a refreshingly simple customer engagement software that your teams will love - [ Ссылка ]

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