Is it time for the end of empathy?
How agent empathy and apologies can hurt customer experience, plus...
- Research from a top tech retailer
- What customers want to hear instead
- How to coach agents to avoid empathy and apologies.
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Access the webinar:
Discover the unsettling truth:
It’s not only natural for someone to offer apologies or sympathy when things go wrong, it’s been a cornerstone of customer service training.
The trouble is, customers don’t always find these statements helpful, comforting, or sincere.
Chief of Operations and Product