Listen, Empathize, Apologize, Fix it- LEAF (2009)

You recently attended training with a focus on preventing escalated calls. During that training we asked you to think of phrases that you could say to a caller to show them how you Listen, Empathize, Apologize, and Fix their problems.

Please share those phrases with us. If you think of a phrase at a later time, come back and share it with us. You can submit your responses as often as you like.

We will collect everyone's "LEAF" and share them with the call center.

Name (optional): 


  1. Listen
    Example: "Take your time; give me the full details. I’m listening."



  1. Empathize
    Example: “I understand what you’re saying. Let me see what I can do to set your mind at ease.”



  1. Apologize
    “I am sorry you were caught in the middle, I’ll do my best to get this taken care of for you.”



  1. Fix It
    “I’ll do everything I can to make sure this doesn’t happen in the future.”