Customer service is largely defined by emotions. Clients call you not just to solve a certain problem, but also to complain, to calm down, to share their problems and injustices, and alternatively to make sure that everything is ok and that they are in good hands. A high level of empathy on the part of the company representative is often necessary for the problem to be solved and for the client to hang up completely satisfied. How can you be more empathic as customer service representatives?
