Empathy

Empathy is a key communication tool for managing customer emotions in any debt collection conversation. Many people, especially new staff find customers who may be angry, emotional or heightened, difficult to handle. So book your team in to learn how to apply emapthy for better call outcomes.
Course Duration 

2 Hours 

Delivery

Teams, Zoom, WebEx, Google Meet & other platforms

Pricing

$995.00 USD

Up to 16 participants

Learning Outcomes

  • Understand the difference between empathy, sympathy, and apathy—and why empathy builds trust.
  • Identify and respond to empathy triggers to make customers feel heard, reducing resistance and emotional looping.
  • Use empathy as a bridge to problem solving—gaining control of the call while lowering customer tension.
  • Combine empathy, action, and purpose statements to manage difficult conversations with clarity and confidence.
  • Apply techniques to handle common objections and improve collection outcomes with less stress.