In this episode of Everyday Learning, Michelle and Kaiz talk about a simple yet powerful way to build trust when someone raises a concern — documenting it and acknowledging it clearly.

When a customer or teammate shares an issue, being heard matters as much as being helped. Writing the concern down is a strong non-verbal signal. It shows respect, seriousness, and commitment. It turns a complaint into an issue that will be addressed, not forgotten.

Through a relatable service example, Michelle and Kaiz explain how documenting concerns helps customers feel valued and reassured. Small actions like noting details and repeating them back for confirmation can quickly restore trust and confidence.

Today’s Mantra:

“Acknowledgment shows respect and care.”

Exercise for Frontliners:

The next time a customer or teammate raises a concern, write down the key details. Then repeat the concern back to them to confirm you understood it correctly. Notice how this simple step changes the tone of the interaction.

Manager Reflection:

Leaders, make documenting concerns a clear standard for your team. Create a simple system to log issues and review them regularly. When concerns are tracked and followed up, trust grows and service improves consistently.

Listen, reflect, and share this episode with someone who serves with heart.

Episode Description:

In this episode of Everyday Learning, Michelle and Kaiz focus on one of the most practical service skills of all the words we use when showing empathy.

Empathy is not only a mindset. It is expressed through language. Even with good intentions, the wrong phrase can escalate a situation. Words like “calm down” may seem harmless, but they can unintentionally dismiss how someone feels. In service, what you say matters as much as how you feel.

Michelle and Kaiz break down what makes an empathy statement effective. A strong empathy response acknowledges the feeling, takes ownership on behalf of the brand, and offers a clear path forward. When spoken well, empathy lowers tension, builds trust, and helps resolve issues faster.

Today’s Mantra:

“Empathy, when spoken well, builds trust.”

Exercise for Frontliners:

Practice one empathy phrase out loud until it feels natural. Try saying, “That sounds very frustrating,” or “Thank you for your patience while we sort this out.” Repetition builds confidence and calm delivery under pressure.

Manager Reflection:

Leaders, create a short list of approved empathy phrases for your team. Display them in staff areas and practice them regularly. When teams share a common language for empathy, responses become consistent, professional, and reassuring.

Listen, reflect, and share this episode with someone who serves with heart.

In this episode of Everyday Learning, Michelle and Kaiz talk about one of the most challenging moments in service - handling customer complaints.

When emotions are high, it is easy to become defensive. But a complaint is rarely a personal attack. It is an expression of disappointment. In these moments, the first job is not to fix the problem, but to acknowledge how the customer feels. Empathy creates the foundation for resolution.

Through a realistic service scenario, Michelle and Kaiz show how an empathetic response can turn conflict into cooperation. Addressing feelings first builds trust and opens the door to effective solutions.

Today’s Mantra:

“A complaint is a chance to recover trust.”

Exercise for Frontliners:

The next time you receive a complaint, pause and give yourself thirty seconds to listen and acknowledge the customer’s feelings. Use a simple phrase like, “I understand why you are upset.” Focus on empathy before moving to solutions.

Manager Reflection:

Leaders, prepare your teams through practice. Role-play common complaint scenarios and give clear language for empathetic responses. When empathy is practiced in a safe setting, confidence and consistency improve under real pressure.

Listen, reflect, and share this episode with someone who serves with heart.