Support World Live is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Begin planning your schedule by browsing the list of sessions and activities, filtering by pass type, track and type of session. Additional sessions will be added on an ongoing basis, so check back frequently!

Pre-2: Writing to Customers? Empathy is as Important as Accuracy

Leslie O'Flahaven  (Founder, E-WRITE)

Date: Tuesday, September 7

Time: 9:00am - 12:00pm

Pass Type: Live All Access Pass, Live Deluxe Pass - Get your pass now!

Track: Pre-Conference Workshop

Session Type: Workshop

Vault Recording: TBD

Whether they’re angry, satisfied, or searching for compensation, customers need to be convinced that we understand and care about them. When we fail to show empathy, customers resist our solutions, insist on escalations, and contact us repeatedly. Customer service responses that lack empathy damage customers’ rapport with the brand.

You’ve given your agents the tools and training to write accurate responses to customers, but have you devoted any time to helping them develop, and express, empathy in their responses? Because customer service work can be stressful and repetitive, agents’ natural capacity for empathy can suffer on-the-job damage. In this hands-on workshop, you’ll learn how to protect and develop agents’ empathy, and how to develop sincere empathy statements specific to your business (that won’t make your legal team nervous!).