Research by Margot van Mulken (2024) highlights successful verbal de-escalation techniques employed by customer service representatives, focusing on empathy, authenticity, and verbal accommodation. Empathy includes expressing gratitude and sympathy, allowing representatives to better connect with complainants by acknowledging their feelings. Authenticity emphasizes the need to respond in a human manner rather than using automated responses, which fosters trust. The study outlines 13 linguistic and rhetorical strategies that enhance rapport and satisfaction during customer interactions, proving vital for effective communication in conflict resolution.
Authenticity in communication means that responses should feel human and not automated, thereby enhancing credibility and trustworthiness in customer interactions.
Empathy, as defined in the context of verbal de-escalation, involves the ability to truly identify and understand the feelings expressed by others.
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