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Phrase Cards


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Phrase Cards

Do you often have challenging or emotive conversations with customers that you find hard to progress or wonder how to offer the right support?

The Customer Feedback team have kindly provided a link that they find extremely useful, that helps them to support customers when conversations become more difficult.

If you’re interested in the cards, please take a look.  If you apply any of the suggested phrases we’d like to know how this went and what change it made to your conversation with your customer.  You can do this in the comments section below.

Phrases Cards

Phrase cards with advice on how to handle difficult conversations with customers.
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New Customer Experience Tip: Relative Understanding


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RELATIVE UNDERSTANDING

One way to deliver truly empathetic customer service is to imagine your customer is a close relative.

  • You’d be sure to give a close relative your best advice.
  • You’d demonstrate patience, understanding, and caring for a close relative, even if they were tough to deal with.
  • You’d use your expertise to ensure your close relative had a great experience and didn’t encounter any problems.

Using this technique can make demonstrating empathy, ahem, relatively easy.

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