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Unit 7: Empathy and tone

Hear them first

Read this before the quizzes

Acknowledge, apologise, act

Say sorry once, and name the problem

Worked call 1: straight to process

What the first sentence is for

Which line acknowledges

Calm down

The size

Answers and why: Hear them first

One sorry, then act

Apology that works

Worked call 2: a stacked apology

One apology

The word but

Not your fault

Sorry does not fix it

Answers and why: One sorry, then act

Positive wording and a kind no

What I can do, before what I cannot

Saying no kindly

Worked call 3: a no with nothing after it

Can-do first

A kind no

Promise what you can keep

Honest time

Answers and why: Positive wording and a kind no

No blame

Three places blame hides

Worked call 4: blame in two places

Which line blames

A colleague

The system

Your own mistake

Answers and why: No blame

Warmth and the right size

Warm without a script

Worked call 5: sympathy that is too big

Scripts

Too much

Sad news

Employer policy

Answers and why: Warmth and the right size

A frustrated call, stage by stage

A frustrated call at a glance

Stage 1: let them finish

Stage 2: name it

Stage 3: say sorry once

Stage 4: say what you will do

Stage 5: close

Words to carry

Fifty-two phrases for empathy and tone

Take charge

Take charge: hear them, say sorry once, act

Your mission this week

A caller who is frustrated does not need a script. They need to hear that you heard them, one honest sorry, and a plan.

Customer Service English Unit 7: Empathy and tone

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