Understanding

Empathetic, feels needs. Shows understanding of problems.

✓ What to do

• • Show empathy • Acknowledge problems • Offer solutions • Be supportive

• • Don't manipulate • Avoid hypocrisy • Don't promise impossible • Don't ignore reality

"We understand how difficult this is. We're here to help."

customer_service

"We know you have little time. That's why we..."

"Your problem is our problem. Let's solve it together."

website

10/10

customer_service

Empathetic support

9/10

Support emails

8/10

website

FAQ & Help

Headspace

Wellness

Эмпатичная поддержка

Zendesk

Tech

Understanding customer service

Airbnb

Travel

Понимание потребностей

Caregiver