Show Genuine Concern

The best agents know how to extend genuine, sincere concern to callers whether they have a major problem or a minor issue. To be sure customers know that you respect them as individuals with legitimate issues and feelings, keep these dos and don’ts in mind.


  • Stay in control of your own emotions
  • Use empathy to reflect the caller’s feelings and concerns
  • Realize that your customer’s satisfaction is your success
  • Extend yourself to resolve difficult problems.


  • Deal only with the issue or problem
  • Show impatience
  • Judge the caller’s feelings
  • Let one negative call bleed into the next one.

More practical tips for service professionals appear in the November issue of Customer Communicator newsletter.

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