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Defusing Tactic # 29 - Empathy Statements

Written by Robert Bacal

Monday, 01 March 2004

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.

Last Updated ( Monday, 01 March 2004 )