Module 4 : Recognising Severity

4.1 Introduction Showing empathy and understanding for the customer’s situation and concerns requires a comprehension of how severe they perceive the problem is and how it impacted them. Many different factors interplay to define how severe a problem is for a particular individual. Asking pertinent questions, reading emotional responses and seeing things from their perspective are vital tools in recognising the seriousness of the situation. Only when you can comprehend how big the prob...