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 love ur energy ❤️
But there are customers who don't accept sorry.
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!!!
Your videos work like magic. Thankyou keep bringing up with such useful content. God bless❤
I learn too much with your channel
Im so happy to find you. Thanks a lot ✍️
Happy to hear that!
Excellent points made. Great share, thank you.
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!
Thank you.
You're welcome!
You're awesome!
Ahhh, thank you!
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!!!
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.
Great job, Myra! Terrific clarification. 👍
Thank you for clarifying this for us. I've become better at handling live chats thanks to you Myra.
Glad it was helpful!
Thanks for this Myra, now i know what to say/do if ever i encounter this kind of situation.
excelente material
These videos have helped me so much during my work day.
Excellento. Is there any limitation of sorry in a 10 minute call?
I recommend saying "sorry" once or twice. No more than that.
❤
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...
New Subscriber here Ma'am CSR from Philippines.