How to train new staff in empathy - 3 views

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  #1 davinard on 05 May 25

   

  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?

   

  <div class="cArrow"> </div><div class="cContentInner">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?</div>

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  #2 vladislavae on 05 May 25

   

  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.

   

  <div class="cArrow"> </div><div class="cContentInner">Totally understand that. One of the best insights I've seen is here <a rel="nofollow" href="https://hackernoon.com/effective-strategies-for-handling-sensitive-issues-with-customers">https://hackernoon.com/effective-strategies-for-handling-sensitive-issues-with-customers</a> . 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.</div>

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