Check Your Understanding

Attempt multiple troubleshooting solutions at once to quickly solve the problem.

Multitask so you can check things off your to-do list while helping customers.

Try the funneling technique, a question-asking approach that clarifies issues.

Include friendly small talk when working with driver-type customers.

Seek emotional support from a manager or colleague when feeling empathy fatigue.

Have plans to address both routine and unexpected customer issues.

Role-play customer service scenarios to prepare for challenging interactions.

Focus only on what the customer says rather than interpreting non-verbal cues.

Refrain from asking questions just to shorten the conversation.

Make customers feel heard and understood by actively listening.

Mirror the demeanor of expressive type customers to help them feel comfortable.

Hide your feelings about the situation from customers.