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davinard

How to train new staff in empathy - 3 views

started by davinard on 05 May 25
  • davinard
     
    We've got a bunch of new support reps and we're struggling to teach them how to feel the customer's frustration. We cover procedures, but the emotional side is hard to train. Any ideas?
  • vladislavae
     
    Totally understand that. One of the best insights I've seen is here https://hackernoon.com/effective-strategies-for-handling-sensitive-issues-with-customers . At SDG (Social Discovery Group), we started using real transcripts from sensitive conversations as training material. Reps role-play both sides-customer and support. It builds empathy fast. We also highlight emotional cues like "I feel ignored" or "I trusted you." Teaching reps to recognize feelings behind the complaint is key. Emotional intelligence isn't just soft skills-it's a retention strategy.

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