101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 19
Empathy:
Scripting Tough Situations
Empathy is seeing things from the customer’s perspective; acknowledging their feelings and situation. Showing Empathy is one of the most important skills to master in the realm of customer service. Customers come in a wide variety of shapes and sizes, and they bring an equally wide variety of wants, needs, expectations, attitudes, and emotions to the service transaction. Most important, customers want to be treated as individuals. Even so, there are customer situations that come up repeatedly. It’s great to have some ready expressions for dealing with these regular occurrences.PURPOSE:
✓ To identify recurring tough situations
✓ To plan how to handle them
✓ To script responses that build confidence and knowledge
TIME: 20 minutesDIRECTIONS:
1. Ask participants, in small groups, to list tough situations that come up repeatedly. Allow 3 to 4 minutes.
2. Have each group report on its list. As you hear the descriptions, list them for everyone to see. If a situation is cited by more than one group, put check marks (✓) in front of it to show its repetition.

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