Main Menu

Home  Administrator  Contact Us  Free Previews, Tools & Products  The Management World Library  -------New For 2007-----  Leadership Development Resource Center  Core Management Skills Tutorials  Eliminating The Most Common Managerial Mistakes  -------- Get Help With... --------  Communication Skills  Articles  Hints & Tips  Communication Tools  Conflict Management  Articles  Hints & Tips  Conflict Tools  Customer Service  Articles  Hints & Tips  Customer Service Tools  Jobs & Careers  Articles  Hints & Tips  Job/Career Tools  Performance Management & Appraisal  Articles  Hints & Tips  Performance Tools  Managing Change & Downsizing  Articles  Managing & Supervising  Articles  Management Tools  Strategic Planning  Articles  Hints & Tips  Planning Tools  Teams & Team-Building  Articles  Team Tools  Training & Learning  Articles  Training & Development Tools  Unclassified Articles

Search This Site
Web workhelp.org

What's New On Workhelp.org

Defusing Tactic # 29 - Empathy Statements

Written by Robert Bacal
Learn how to apply Tactic # 29– Empathy Statements - in order to acknowledge the feelings and situation of the angry or hostile customer. Empathy statements PROVE to the person that you understand their emotional state.....and are most effective when you demonstrate that you also understand WHY the individual is upset....empathy statements do not involve AGREEING with the client, or condoning his or her abusive behavior.  Empathy statements just convey that you are interested and concerned, and that you understand.  Nothing more, and nothing less. This is an excerpt from the Defusing Hostile Customers Workbook. For further help with regards to empathy statements, or for more detailed help on defusing customer hostility, click here.