In the high-stress environment of a call center, dealing with angry and frustrated customers is a daily occurrence that can take a hefty toll on service providers' emotional resilience and health. Despite understanding that customers usually are not angry with them personally but rather at the company they represent, the intensity of the customers’ emotions can make their anger feel personal, resulting in significant emotional strain on service providers.
By employing an empathy-based technique that encourages agents to create imaginative backstories for customers, service providers can develop a deeper understanding of the customers' emotions. This method allows agents to interpret the customers' anger not as a personal attack, but rather as an expression of their circumstances, which cultivates empathy and emotional resilience, ultimately benefiting both the agents and the company.
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