Are you working in customer service in the US?
Do customers get angry at your company?
Today find out how to show your empathy in English without badmouthing your company.
It’s a tricky balance but we’ll show you how to strike it today.
Our listener who asked us today’s question is working at a drug store in Dallas, Texas.
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Hiren’s question:
“Hello Lindsay and Michelle this is Hiren. I really enjoy listening to your podcast because they are informative and filled with energy.
I work at a pharmacy and many times I experience this situation when prescriptions are absurdly expensive and I really struggle to respond when customers get stressed out, angry, or sad.
What phrases can I use to respond to all of these reactions without being critical to the company I work for.”
-Hiren, AEE Listener
Get the transcripts from today if you want to focus in and really learn the vocabulary that you hear in today’s episode.
Today we are talking about empathy!
Hiren doesn’t want to “badmouth” the company but he also needs to empathize with the customers because they are in a vulnerable place.
How to respond to a customer with empathy:
- “I understand”
- “I know what you mean”
- “I understand how you feel”
- “I am so sorry that we don’t have a better solution for you”
How to show that it’s not in your control:
- “Oh there isn’t a whole lot that I can do.”
- “I’m afraid that’s the new price on _____.”
- “I don’t have any control over these prices.”
Offer a solution:
- “Can I connect you with my manager.”
- “Would you like to speak to my manager?”
- “Can I suggest another option?”
- “Can you call ____?”
What do you think about today’s episode?
Let us know in the comments below.
