Mimi Donaldson

Here’s one way to de-stress an irate customer: Use the six-second empathy tactic. Utilizing empathy entails demonstrating with words that you understand what the customer is saying and how he or she is feeling. It’s a statement that’s calming, comforting, positive and specific. A good empathetic statement said sincerely takes your contact center rep only six seconds to say. Here are some to try: ¥ “I understand how frustrating it is not to get the information when you want it.” ¥ “I understand how easy it is to get impatient with that product (or service).” ¥ “It sounds like you’re very upset. I see you need our full cooperation.” A