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    Managing Irate Customers in Customer Service
    Sharon Oatway
    • Jan 27, 2021
    • 7 min

    Managing Irate Customers in Customer Service

    With the number of irate customers on the rise, being able to manage customer emotions is a vital customer service skill. Read more.
    Sympathy vs. Empathy ... and why empathy matters
    Sharon Oatway
    • Oct 21, 2020
    • 4 min

    Sympathy vs. Empathy ... and why empathy matters

    Both empathy and sympathy express concern for another person’s well-being and are often used interchangeably -- but they are quite different
    Walk a Mile in My Shoes - Coaching for Empathy
    Sharon Oatway
    • Oct 21, 2020
    • 1 min

    Walk a Mile in My Shoes - Coaching for Empathy

    There has never been a time in our shared history where empathy has been more important. Empathy in business has always been vital to ....
    10 Tips for a Great Call Center Agent Training Experience
    Sharon Oatway
    • Jul 28, 2020
    • 9 min

    10 Tips for a Great Call Center Agent Training Experience

    As more call center agents work remotely, it is time for organizations to rethink their approach to new and existing agent training.
    4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships
    Kirk Dunn
    • Mar 5, 2019
    • 2 min

    4 Ways Agents Can Leverage Empathy To Build Better Customer Relationships

    Empathy is key to quickly and efficiently addressing the concerns of upset clients and building the rapport essential to achieving top quali
    How to Leverage Empathy to Build Better Customer Relationships
    Sharon Oatway
    • May 10, 2018
    • 5 min

    How to Leverage Empathy to Build Better Customer Relationships

    We usually think of empathy as only being appropriate when we’re confronted with negative emotions; however, empathy can also fulfill that s
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