GETTING STARTED WITH ZENDESK TALK MIRRORING TIPS FOR MORE EMPATHETIC Listen to the customer and react accordingly. Someone in a hurry doesn’t want PHONE SUPPORT cheerful chatter, and someone who wants to chat doesn’t want to be rushed. VALIDATING Sometimes your answer isn’t what the customer wants to hear, even if it’s the correct answer. Let them react, listen to what they have to say, address their concerns, then repeat the correct answer. ACKNOWLEDGING Tell the customer you understand the problem and the reason for their call. Make sure they feel heard. LISTENING The call will often go quicker and smoother if you just let the customer vent. Interrupting them to get the conversation back on track too often and aggressively can make the call drag on even longer. Hear what they have to say and help them. SUMMARIZING Repeat back what a customer has told you in a supportive way. This demonstrates that you understand the problem. COMMUNICATING Ask permission to put customers on hold and let them know how long it will take. If it looks like it will take longer, check back in and communicate this to them. The pain of waiting can be diminished if you set an expectation of how long it will take.