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Is it Time for The End of Empathy?

Is it Time for The End of Empathy?

Is it time to stop apologizing to your customers? Instead of calming down upset customers, agent apologies can make things worse for already frustrated customers.

Your customers don't need your empathy or your apologies. They want action.

This white paper highlights research Tethr conducted at a top tech retailer's customer service conversations that unearthed the best ways to acknowledge customer concerns.

Included in this white paper:

  • How apologies can hurt your CX
  • What advocacy does instead
  • How to help your team use action-focused language