Customer Centric Service: Practicing Empathy in Every Interaction

In service management, processes, categories, priorities and SLAs keep work moving. But behind every ticket is a person who needs clarity, reassurance, and a sense that their issue truly matters. This round table examines practical ways to make empathy a consistent part of your interactions, so your communication not only resolves issues but also builds trust.

Drawing on insights from our host, UK Consultancy Manager David Rose, we’ll translate the principle “don’t forget the customer” into concrete habits you can apply in daily work with TOPdesk. Expect a focused discussion with peers on what “good” looks like in real tickets and replies.

What you’ll take away

• Customer‑first framing: How to recognize the person behind the request and respond accordingly.
• Clear, outcome‑oriented replies: Move beyond status updates to explain what you did and how to avoid recurrence.
• Consistent tone under pressure: Keep responses professional, respectful, and helpful when urgency is high.
• Team practices that scale empathy: Small habits that make customer‑centric communication repeatable across the service desk.

Event Details:
📅 Date & Time: Monday February 23rd,  at 3:30 PM CET | 2:30 PM GMT | 9:30 AM EST
📍 Location: Online (link provided after registration)
🗨️Language: English

Note: By registering, you agree that your name and email may be visible to other participants.