Three techniques for acknowledging emotions
The most straight forward way for us to align with our customers is to agree with them Agreement...’That would make me angry too’. However, this is not always possible, particularly if they are being disparaging about the service or products.
VIEWS OF OTHERS
Where it is inappropriate to agree, we may be able to empathise by stating that others share the same view
Views of others...’yeah, other customers have been confused about that too’, but again whilst very simple, it is not always an appropriate response.
Our third method is the AFFECT technique
Explain that empathic acknowledgement is all about thinking about how you want to AFFECT the customer before you respond.