I manage a team of tech support agents, I always have told my team, half our job is customer service. In many of my comeback statements I have use the word "apologize", I have changed all the statements to say "I am sorry" instead. Myra, you are amazing! Thank you for all you do!!!
As a quality assurance team leader here in the Philippines, your videos have helped tremendously in my bi-weekly discussion of trends with operations. I'm so thankful to the person who sent me this video. I have been hooked eversince! You are amazing! ❤️
I work training advocates for IT customer service, but I often try to emphasize the difference between Empathy and Sympathy with them. Wouldn't saying "I'm sorry" be an example of expressing sympathy on the basis of communicating that you are not experiencing the same feelings but that you do feel bad for them?
They way I describe saying "I'm sorry" in this video is to use it as an expression of empathy. In customer interactions, empathy is typically preferred over sympathy.
There was a movement years ago to stop saying "I'm Sorry" I think the logic was that the word sorry had a negative connotation and put the agent in the position to be personally attacked. Has there been any research on this aspect?
I manage a team of tech support agents, I always have told my team, half our job is customer service. In many of my comeback statements I have use the word "apologize", I have changed all the statements to say "I am sorry" instead. Myra, you are amazing! Thank you for all you do!!!
As a quality assurance team leader here in the Philippines, your videos have helped tremendously in my bi-weekly discussion of trends with operations. I'm so thankful to the person who sent me this video. I have been hooked eversince! You are amazing! ❤️
Great to hear! Thank you!!!
Great job, Myra! Terrific clarification. 👍
Excellent points made. Great share, thank you.
Thank you for clarifying this for us. I've become better at handling live chats thanks to you Myra.
Glad it was helpful!
This is such a wonderful video, and what I needed to hear after a hard time at work today. Thank you. Subscribed x
So glad!
Thanks for this Myra, now i know what to say/do if ever i encounter this kind of situation.
I learn too much with your channel
Im so happy to find you. Thanks a lot ✍️
Happy to hear that!
These videos have helped me so much during my work day.
Your videos work like magic. Thankyou keep bringing up with such useful content. God bless❤
But there are customers who don't accept sorry.
excelente material
Thank you.
You're welcome!
I love ur energy ❤️
You're awesome!
Ahhh, thank you!
I work training advocates for IT customer service, but I often try to emphasize the difference between Empathy and Sympathy with them. Wouldn't saying "I'm sorry" be an example of expressing sympathy on the basis of communicating that you are not experiencing the same feelings but that you do feel bad for them?
They way I describe saying "I'm sorry" in this video is to use it as an expression of empathy. In customer interactions, empathy is typically preferred over sympathy.
There was a movement years ago to stop saying "I'm Sorry" I think the logic was that the word sorry had a negative connotation and put the agent in the position to be personally attacked. Has there been any research on this aspect?
I'm not aware of that research, but I'm interested...
Excellento. Is there any limitation of sorry in a 10 minute call?
I recommend saying "sorry" once or twice. No more than that.
New Subscriber here Ma'am CSR from Philippines.
❤