Workbook Samples
For random workbook samples, Click thumbnails below for larger images.
Three techniques for acknowledging emotions
AGREEMENT
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
AFFECT technique
Explain that empathic acknowledgement is all about thinking about how you want to
AFFECT the customer before you respond.