[RECORDING] Agent Roundtable I: Delivering Empathetic and High-Quality SupportRECORDING
The virtual streets of Freshworks Community came alive last Thursday as 55 of our members got together to hear from the Super-Agents Panelist, @Emily Flanagan and Micah Harris, Riverside Insights, @IngramIT, Ingram Micro, Dean Allison and @Aaron Turnbull, NBS, and Alex Fahey, Clair, at our very FIRST Agent Roundtable! ✅ If you missed it or want to watch it again, get to it! ✅ Here are the top take-aways: 📢 Understanding what it means to be empathetic in your every day job.The importance of taking the time to put yourself in the customers shoes, see through their lenses, and understand why they are reaching out to support.💬 Showing empathy when talking with customers. Gauge and tailor your tone to match that of the speaker. Ensure the customer knows you are there to help by letting them know you are prioritizing their issue, and will help them with a resolution: “I understand why you are frustrated, and this is how I can fix it or get “buy-in” from those who can help”, Emily Flanaga