Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.
Customer Service Empathy
Contact Center Ai is NOT Enough
In an era where Artificial Intelligence (AI) is often hailed as the game-changer in customer service, it’s crucial to remember the irreplaceable value of human touch. Contact centers are not just about resolving queries; they are the nurturing grounds for empathy, understanding, and genuine connection.
At its core, the Energizer Training & Development program focuses on four critical aspects: identifying customer needs, active listening, expressing empathy, and developing customer relationships.
Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.
Our latest SIG included a brief introduction to the topic of Empathy as a coachable Emotional Intelligence competence, and a focus on delivering feedback to remote teams.