Customer service training tip: Scripted empathy never works

Faith Ocampo Published on May 4, 2016

Scripts may be effective in steering conversations in the right direction, but they rarely work for communicating empathy.

call center agent reading customer support script

Empathy, long been regarded as an essential component of successful customer support, makes interactions more meaningful. Taking it out of the equation is like punching a gaping hole right through otherwise productive dialogs. Without it, brands are stripped of the opportunity to prove themselves trustworthy.

On the contrary, when agents are able to see a situation through the customer’s eyes, everything changes—from the way they phrase messages to the tone and language they adopt, and the techniques they use to address problems.

Empathic agents tactfully resolve the issues at hand and, at the same time, uplift a person’s overall experience by channeling positive feelings.

The bad news is that empathy is also one of the hardest communication skills to teach. To make up for this, most call centers resort to scripting. Indeed, predetermined phrases (such as, “I’m sorry for the inconvenience” and “I understand how you feel”) help agents emulate the kind of response that customers expect. However, although scripts are effective for steering conversations, they almost never work for communicating genuine empathy.

Encouraging agents to be supportive

smiling call center agent looking at computer screen

Your customer service training needs to shift its focus. One way to do this is to spotlight deep listening, a soft skill characterized by being supportive and generous.

Not to be confused with active listening, which mainly involves the use of logic to solve problems, deep listening occurs when you listen to customers as though they’re your friends. In a call center context, this means that agents are prepared to trust a customer and withhold judgment. Doing so would allow them to fairly evaluate a situation using both logic and emotion.

Taking the customer’s perspective

Agents must learn to shift back and forth between two perspectives: one is as a customer support representative and, the other, as a consumer. You may think this comes naturally, but in reality, it doesn’t happen as often as you’d like.

call center agent in pink reading sheet of paper

What hinders agents from thinking like a customer is their overdependence on scripts, and this is something that a structured call center training often promotes. The solution is to allow your employees to be inventive, to approach customers in their own way, and to make decisions as they see fit.

But aside from allowing agents to be independent, trainers must not forget to emphasize the importance of good customer service in creating a solid company branding. Agents who don’t fully understand how their individual performance affects a company’s reputation tend to be more insensitive to customers’ feelings.

Staying out of judgment

The purpose of call centers is to assist customers through a process. Ideally, therefore, customer service training must foster open-mindedness. If not, agents come across as condescending and insincere, and these negative emotions get in the way of two core functions: relationship building and problem resolution.

Communicating well

Through a well-designed call center training, you can nurture the fundamental communication skills that allow agents to articulate their messages clearly. Agents must know the right words to use to show that they understand what customers are going through. The messages don’t have to be long or creatively phrased, but they need to reflect sincerity.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 19 hours ago
Expanding your #startup internationally can unlock a world of opportunities.
From market research to talent acquisition, #outsourcing can be a powerful tool to streamline your global expansion.

But how can you tell if your startup is truly ready to take on the world?
Before you take the leap, check out these essential signs of international expansion readiness: https://buff.ly/aEtrOFi

——————————
Ready to take the leap and expand your startup internationally?

Let Open Access BPO help you navigate the complexities of global expansion through our #BPO solutions: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#OutsourcingCX #CustomerSupport
Open Access BPO 3 days ago
Staying competitive often means finding smarter ways to operate and deliver great results.

For many global brands, that involves partnering with #outsourcing experts, and the Philippines is a go-to destination.

What's makes these outsourcing collaborations so impactful for a company's growth?

Learn why so many companies trust Philippine outsourcing companies to help them flourish and expand: https://buff.ly/UKynqaI

——————————
Just like many of the world's top brands, you can count on Open Access BPO to deliver excellent #CustomerExperience through our outsourcing services.

Ready to see how we can help your customer service shine? Get in touch: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#CustomerSupport #CSat
#OutsourcingCustomerService #CX
#CallCenterOutsourcing #CustomerExperience
Open Access BPO 3 days ago
The global market demands more than language fluency—it requires secure multilingual #outsourcing for seamless, protected customer interactions.

But with stricter regulations and evolving cyber threats, businesses must rethink how they approach multilingual #CallCenter outsourcing.

Check out our latest blog to learn why security must never be an afterthought in global expansion: https://buff.ly/llPMlW1

——————————
Multilingual capabilities and #DataSecurity are two of Open Access BPO's best assets.

Our seamless operational processes and professional teams of experts fuse together #MultilingualSupport for over 30 languages with #DataProtection practices.

Learn more about what we can do for brands: https://buff.ly/mjNQZ9U

#WeSpeakYourLanguage
#MultilingualCallCenter#CustomerExperience
#MultilingualOutsourcing #CustomerService
#DataProtection
Open Access BPO 5 days ago
Leadership in #CallCenters is more than just setting targets and reviewing metrics.
It's about creating an environment where agents thrive, customers feel heard, and operations flow smoothly.

Curious about the techniques that make this possible?
Our blog digs into what makes an effective call center leader: https://buff.ly/xWGNZfa

——————————
Your business deserves world-class, industry-leading solutions, like the ones Open Access BPO provides: https://buff.ly/gHlxyNi

#WeSpeakYourLanguage
Open Access BPO 12 days ago
𝗕𝗿𝗮𝗻𝗱𝘀 𝗰𝗮𝗻 𝗹𝗼𝘀𝗲 𝗯𝗶𝗹𝗹𝗶𝗼𝗻𝘀 𝘄𝗵𝗲𝗻 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗳𝗮𝗹𝘁𝗲𝗿𝘀.
But it's not just about the money. Pushing customers away can deliver a crushing blow to your business.

Ready to stop the bleed and start retaining customers like a pro?
Dive into the insights here: https://buff.ly/yd1gmoE

----------
Elevate your #CustomerRetention game now!
Contact us today to outsource to a #CustomerSupport expert: https://buff.ly/pmLrIys

Learn more:
[𝐒𝐭𝐮𝐝𝐲] 𝐂𝐚𝐥𝐥 𝐂𝐞𝐧𝐭𝐞𝐫 𝐀𝐭𝐭𝐫𝐢𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐓𝐮𝐫𝐧𝐨𝐯𝐞𝐫: 𝐀𝐯𝐞𝐫𝐚𝐠𝐞 𝐑𝐚𝐭𝐞𝐬 𝐚𝐧𝐝 𝐂𝐨𝐦𝐦𝐨𝐧 𝐂𝐚𝐮𝐬𝐞𝐬: https://buff.ly/xeIJboo

#WeSpeakYourLanguage
#CustomerSupport #CSat
#OutsourcingCustomerService #CX
#CallCenterOutsourcing #CustomerExperience
Open Access BPO 13 days ago
Open Access BPO Manila recently injected a dose of fun and team spirit into the workplace by hosting a #CincoDeMayo celebration.

The event centered around a DIY nacho and taco station, where employees customized their own snacks. This interactive experience provided a relaxed and engaging setting for colleagues to connect and share in a unique way within the office environment.

Beyond the delicious food, the day also featured a series of lighthearted and friendly games. These activities were specifically designed to encourage interaction, collaboration, and a sense of camaraderie among team members from various departments.

The Cinco de Mayo event served as a refreshing opportunity for the OABPO Manila team to unwind, celebrate, and reinforce their positive working relationships.

#WeSpeakYourLanguage
#diversity #inclusivity
#CincoDeMayo2025