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When training techs to empathize with the customer, frequently some tell you that they do not know what to say to the customer. This training is built around what is empathy and phrases that can be used by the techs as they take calls. There is room to branch out and have meaningful discussions and hone customer skills.

Attached Files
File Type: ppt EMPATHY IN CUSTOMER SERVICE.ppt (527.5 KB, 2707 views)

Empathy as the word suggest is one of the most critical competency that an individual is blessed with. It is my sincere belief that having this gift is one awesome way to channel a person into a well rounded individual. It is certainly not only a patience builder, but also the foundation base for preparing oneself to master the art of emotional intelligence, professionalism, and people skills
Good but hear my story. My son purchased a Laptop HP Model Z 5170 and he gave it to me.It gave me satisfactory service for three years and one day it got damaged. I took it to their authorised service dealer at Indore M/s Friends Computers near Gita Bhawan, Indore[M.P] They gave me the repair estimate and I approved it and given the computers for repair.I then went to them for ten times to collect the computer and finally they returned the computer unrepaired and further damaged the computer as informed by the other service dealer.Thereafter I have written four letters to HP India and they don't respond because the service dealer and big dealer for their product.What should I do at this stage and what would you tell to HP company and their authorised service dealer.
Thanks and regards

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