Problem-Solving with Empathy: Turning Frustrations into Loyalty

Customer Support professionals are often on the front lines of customer frustration, navigating complaints, confusion, and high-pressure situations. When Support teams bring empathy, emotional intelligence, and active listening into problem-solving, they not only resolve the issue at hand but also leave customers feeling heard, respected, and valued.

In this CS Mastermind, host Andrew Marks and three CS professionals--Bukola Willoby, Gavin Wilson, and Marissa Barcza--discuss the impact that empathy has on problem-solving, and how Customer Support teams can utilize emotional intelligence while de-escalating issues to improve customer satisfaction and long-term retention.

During the live event, the panelists discussed:

Why empathy is a critical component of effective problem-solving
How to develop and strengthen emotional intelligence
Active listening in support settings and how it improves the customer- experience
Proven de-escalation techniques for tense conversations
Maintaining empathy without over-promising or straying from company policies
How to measure the impact of empathy on customer satisfaction or loyalty


By the end of the learning session, you’ll have lots of good advice and tips on using emotional intelligence to problem-solve in Customer Support.

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