What emotion should you express to customers as part of the LAST framework?

In the context of the LAST framework, which is focused on effective customer service and support, expressing sympathy is crucial for building rapport and ensuring that customers feel understood and valued. When customers reach out for help, especially during challenging situations, demonstrating sympathy allows you to acknowledge their feelings and experiences. This emotional connection not only helps ease their frustrations but also shows that you care about their concerns.

Using sympathy effectively can lead to a more positive interaction, making customers feel heard and appreciated. This type of emotional expression is particularly important in service encounters where a customer may be experiencing inconvenience or dissatisfaction. By providing sympathetic responses, you foster trust and can work towards a resolution that leaves the customer feeling more satisfied with the service they received. This ultimately enhances the overall customer experience, aligning with the goals of the LAST framework to create meaningful connections and address customer needs effectively.