What acknowledging statements have you trained your agents to use? When you acknowledge your client’s opinion (even if it differs from your own) you demonstrate empathy to the way your buyer feels. It is expensive for a business to survive solely off of new business so it’s incredibly important to make customer retention a priority. Every customer service agent is also a customer, after all. It lets the caller know that they are on their way to having their issue resolved. I understand how frustrating that must have been. But, by using the first-person singular acknowledgement statements over more general and less sensitive “we” gives the agent ownership of the situation. Empathy statements: definite or clear expressions of your ability to understand and share the feelings of another person, in speech or in writing. It helps to diffuse the anger and reach out to the solution faster. “I’m sorry you are having this problem. This is the case with all humans, and because all selling is ultimately Human to Human selling we need to pay attention to acknowledgement and use it everyday to help us sell more, in less time. We’ve discussed empathy in previous blogs. Empathy Statements to use for customer service/contact centre work: 1. You just enjoy your weekend (or holiday, birthday, break, vacation, etc. Ph: (800)-243-6002 (203)-852-6800 Fx: (203)-853-2845 | Contact TMC. From time-to-time Verint (and its subsidiaries) would like to share information relating to future events, surveys about Verint, webinars, industry best practice and thought leadership with you. Then, close on a note of appreciation for their business: “Thank you for choosing ABC Industries,” etc. Apologize to the customer for failing to deliver the service that he or she originally expected. Sales professionals have great hearts and truly want to help customers. While all of these tips can be helpful to any agent, a contact center increases the likelihood of their success by matching certain types of calls (or callers) with the agent best suited to handle them. The manager needs to lead by example. 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