Can you empathize with customers' concerns when the pressure is on? I ask because it’s easy to say yes when you’re sitting in a quiet room with a warm cup of coffee. But real talk, when the customer is screaming about a missed deadline or a broken product, that empathy has to be immediate. It has to be real.
Most support agents aren't bad people. They just lose the thread. They get so focused on the next step in the script, the next checkbox, that they stop hearing the human on the other end Less friction, more output..
