EBOOK

Stop apologizing to your customers

Our research with a global consumer technology corporation revealed apologies don't make customers feel better - they actually make problems worse.

See the research:
eBook (5)

What's waiting inside for you?

Ground-breaking research into how customers respond to apologies, empathy, and explanations

Evidence that empathy phrases can hurt more than they help - and why
A deep-dive into what customers actually want to hear
An agent-coaching playbook for replacing empathetic phrases with action-oriented terms

The world's leading companies trust Tethr to improve contact center performance

Call center LP Image

"When customer service representatives respond to problems with empathy, apologies, or explanations rather than action, it hurts instead of helps."