Empathy as an essential customer support skill

Empathy plays an essential role in building customer relationships and de-escalating high-tension situations. A customer service agent must have the emotional intelligence to empathize with upset customers, collaborate with them, and work to find a solution.

Businesses that employ agents with strong conflict-resolution skills should allow reps to make exceptions to certain policies or decisions without extreme oversight. This can result in higher customer satisfaction scores and stronger customer loyalty, both essential customer service objectives.

Want to make your customers happy? Let's talk!

Hire your highly trained content writer, virtual assistant and Warpcast account handler