Cost-cutting drives today’s business. Automation in customer service is its clearest sign. But no IVR system or chatbot can replace genuine human attention. The empathy of an agent is often the difference between a routine interaction and an exceptional customer experience.
I’m Dmytro Serbeniuk, Marketing Specialist at Global Bilgi and a regular contributor to our blog. For this piece, I asked several of our agents to share real stories from the contact center. I wanted to know:
- When did their work truly change a customer’s day?
- What personal qualities helped them build trust?
- And why is empathy more important than sticking to a script?
Their answers show one simple truth: even in the age of automation, human empathy remains the strongest tool for CX.
Victoriia Berchuk
I work as a support agent for an international delivery service that operates through a mobile app. My dedication and attention to customers earned me a promotion to First Call Assistant. In this role, I help onboard new team members, guide them through their first steps, and share my experience during training.
Delivery delays are our most common challenge, especially when the weather turns bad. In those moments, it’s not enough to just follow the script. Empathy matters. A small gesture of care can change a customer’s mood and their loyalty to the business.
Can you recall a moment when your support truly changed a customer’s day?
One customer reached out after waiting far too long for her order. She was frustrated and snapped, “What’s going on, some kind of holiday at the delivery service today?” I decided to take a chance. I quickly checked what day it was and replied: “Actually, it’s Cake Day.”
It worked. She laughed, told me I lifted her mood, and even promised to give me a five-star rating in the post-service survey. We exchanged a few kind words after that. For me, the moment was special. I realized that giving someone a smile gives you one back.
What personal qualities helped you succeed in that situation?
Empathy and adaptability. I always try to sense the customer’s state of mind and, if appropriate, take an unconventional approach. Sincerity matters, too. It created a sense of trust between us.
Why is empathy so important in customer service today?
Because people crave humanity. Life is stressful. Even a small delay in delivery can feel like the last straw. That’s why listening is more powerful than any script. Sometimes one kind word or a lighthearted joke is enough to shift the customer’s mood and their impression of the service.
I believe kindness always comes back. Maybe not right away, but always when it’s needed most.
You may also like: Call Center Scripts or How Agents Can Talk to an Angry Customer
Mykyta Horkavchuk
Today I lead a team that works with customer chats for an international delivery service. My role is to help agents find the best solutions in complex cases, ensure both speed and quality of responses, and keep the team motivated in a fast-changing environment. Balancing efficiency with a personalized approach is one of our biggest daily challenges.
Can you recall a moment when your support truly changed a customer’s day?
One story stands out from when I was still an agent myself. Late at night, a customer wrote to our chat in distress: her order — a large pizza and drinks — had been canceled, even though the courier was already outside her building. It was unusual, because cancellations normally happen much earlier. She explained that this was meant to be a surprise for her child, who had been waiting for their favorite pizza. I could sense her disappointment and realized this was more than just a transaction. It was a family moment.
I immediately started looking for a solution. First, I offered a small gesture of goodwill: free delivery on her next order. Then I contacted the courier to find out what happened. He admitted he’d pressed the wrong button by mistake but still had the order with him and could deliver it. That was my chance to fix everything. I explained the situation to the customer and assured her the courier would return with the food, free of charge as an apology. I even called the courier directly to make sure he delivered it as quickly as possible. Minutes later, the customer messaged me: “Thank you, you saved our evening!” That’s when I knew my job made a real difference.
What qualities helped you succeed in that moment?
Three stood out:
- Empathy — I recognized that this wasn’t just about food; it was about a child’s disappointment.
- Proactivity — I didn’t stop at a template answer; I pushed to actually resolve the problem.
- Creativity — I combined a goodwill gesture with restoring the canceled order, which turned the situation around.
Why is empathy so crucial in customer support today?
Because in a world where most processes are automated, support agents become the human face of a company. If you stick to scripts, customers feel indifference. Empathy lets you step beyond the rules, understand emotions, and deliver a solution that really matters.
With the pizza case, I could have just refunded the payment. Technically, that would have been enough. But the customer would have been left without dinner, and the company would have missed a chance to create a positive memory. Empathy built trust and showed the customer that her experience was important to us.
Viktor Kovalenko
At Global Bilgi, I work as a contact center agent on a project supporting subscribers of a major mobile operator. Most often, I handle inquiries related to financial issues, such as account balance and remaining funds, as well as various technical difficulties that subscribers face.
Can you recall a situation where your support became unexpectedly valuable and truly changed a customer’s mood?
It happened late at night. A young man called, and I could hear pain, despair, and even aggression in his voice. He explained that he was in very difficult conditions and urgently needed to contact his family. The problem was that his account had run out of funds, with no minutes or data left.
I suggested activating the “911” service, which allowed him to use mobile communication without topping up for a full day. I also guided him on how to receive extra megabytes by installing the BiP app so he could access the internet. This gave him the chance to let his relatives know where he was. I could clearly hear the change in his voice from despair to relief and gratitude.
What personal qualities or skills helped you handle this case and build trust with the customer?
First and foremost, attentiveness and empathy. I could hear the emotions in his voice and understood this wasn’t just a support request, it was a matter of necessity. My knowledge of available services and ability to quickly navigate options also helped me find the right solution. And just as important was staying calm in the face of the customer’s aggression. I realized his tone wasn’t directed at me or the company; it came from the difficult situation he was in.
Why is it so critical today for agents not to limit themselves to scripts, but to truly listen?
Every call can hide a unique story and a personal situation. If you stick strictly to scripts, you may miss the chance to truly help someone. In this case, the standard response “you need to top up your balance” wouldn’t have worked. Only by recognizing his emotional state and the urgency of the moment was I able to find a solution that changed everything for him.
Empathy allows agents not only to deliver a service but also to support a person and give them the feeling they’re not alone with their problem. That’s what creates a genuine customer experience, one that lasts.
Recommended reading: What is Customer Experience and 6 Metrics to Measure It
Tetiana Tymoshchuk
I work as an inbound line agent at Global Bilgi on a project for one of the largest mobile operators in the country. Thanks to my persistence and dedication to helping customers, I advanced to the level of serving corporate clients. Now I assist subscribers from all over the world, helping them resolve issues and stay connected at all times.
Can you recall a situation where your solution became unexpectedly valuable and truly changed a customer’s mood?
During one call, a customer explained that he had blocked his PIN code and needed a PUK to restore access to his number. He also mentioned that he had the operator’s mobile app. I immediately gave him a step-by-step path to check his PUK directly in the app. The problem was resolved instantly, and the customer was very satisfied with the result.
What skills or traits helped you quickly orient yourself and give the customer a clear answer?
For agents on this project, it’s crucial to know the functionality of the operator’s official app. That knowledge helped me quickly provide the customer with clear, step-by-step instructions, without the need for extra authentication or lengthy checks. I simply guided him, and the process became easy and fast.
Why do you think it is critical today for agents not to limit themselves to scripts, but to truly listen to the customer?
Empathy plays a key role even in cases that may seem simple. Each call can bring unique circumstances, and if you recognize the customer’s need at the right moment, you can achieve the best result. In my case, the subscriber immediately followed my instructions, reset his PIN, and regained access to his number. That not only solved the problem but also clearly improved his mood.
Conclusions
Empathy in customer interactions builds trust, which becomes the foundation of long-term relationships. Even in a world where automation covers more and more processes, live communication and attentiveness determine whether a customer will remain loyal to a brand. The experience of Global Bilgi’s agents proves that sincerity, active listening, and the ability to find creative solutions can transform frustration into trust and positive emotions. For businesses, this is yet another confirmation that contact center outsourcing makes sense only when it is centered on exceptional customer experience because keeping a customer is always more valuable than winning them back.
