Explaining a Policy Change with Empathy

Yesterday I had to tell a customer about a new rule.

She was not happy about it at all.

I started by saying, "I wish I had better news."

That helped her see I understood her side.

Then I explained the policy in simple words.

I told her, "Here is what I can do instead."

She asked if we could bend the rule a little.

I said no, but I offered a different benefit.

She said, "I know that is frustrating."

Her voice became softer after that.

We ended the call on a good note.

I learned that empathy changes everything.