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To my surprise, a friendly employee quickly answered my technicalsupport call. In customer service, we take this definition a bit further. Empathy means understanding the negative emotions your customer is experiencing and taking action to help them feel better. Try to imagine why the customer felt that way.
. #3 Use the partner technique when serving upset customers Empathizing with upset customers is a basic skill. A more advanced version is the partner technique, which helps customers feel like you are on their side. I learned this one from watching airline gate agents enforce carry-on bag size limits.
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