How do you express empathy in customer service?
First, let’s define what empathy is. Empathy is the ability to understand and share the feelings of another. It’s an essential part of human communication that is also a key component of customer service. Empathy is a two-way street. You must also be able to know and share your customers’ feelings, and it’s not enough to say that you can empathize with customers. You must also be able to show the customer that you understand and share their feelings. By sharing the feelings of customers, you will show them that you care about them.
- Read and listen carefully.
Whether you provide the customer face-to-face customer service or on-call, it is essential to listen and, where possible, keep an eye out for conversations. Doing this will ensure that you understand the customer better and avoid inappropriate communication. You will also find helpful clues about how they feel about your company’s service with their voice and body language. Taking notes can also help keep the details organized and in one place.
- Repeat and confirm
Once your customer has provided the whole story, your chance to validate and validate. Repetition is a great way to make sure both sides are on the same page and, of course, listen to and incorporate what they have to say. Repeating the last words from your interlocutor is so effective that it is a method of communication used by the most experienced FBI interviewers. Known as ‘quoting,’ it is one of the most important aspects of active listening. To keep that goal in mind, be sure to state the facts in your own words. No one wants to be caught talking to a robot.
- Use key phrases
After listening to and understanding the situation, it is now essential to acknowledge the other person’s feelings. If you do, it is always good to use natural, convincing language. This is called ‘taking things in stride,’ meaning that you can see into a person’s thoughts and feelings. Sometimes, this is more important than the real solution, as people often want to feel cared for. Here are some key customer service phrases that can be helpful when trying this method:
“I understand where you come from.”
“I would also be upset if this happened to me.”
I think of how you feel.”
“I understand your situation completely.”
- Let them out
The fact is, many customers who communicate with callers are frustrated. While some may be patient and calm, others may be upset, which is why it is good to prepare for both situations. If you meet an overly angry user, one way to handle the problem is to let the customer go. Most of the time, all people want to blow up some smoke, which can do much better than you think. The customer may even thank you for it, as in a way, it is a way to show empathy.
- Keep a positive attitude and be patient.
Being compassionate to the first customers of the day is easy. But to treat the end customer the way you treated the first one, you need to stay optimistic and motivated.
No matter how frustrating the situation may be, avoid judgment and remember that we all know what it is like to be on the other side. Instead, find ways to clear your head and remove your stress throughout the day, either by taking a five-minute walk around the office or doing a little easier on your desk between calls.
- Always be respectful
Respect can be defined in many ways. However, one well-known international way to show that you care about the customer is to ask his name. Greeting someone by name is the best way to walk on the right foot, as it will also allow you to introduce yourself and build more personal relationships with someone than unknown words on the phone. In addition, this step is an excellent opportunity to get an idea of the power of the conversation and help you explore how you can help the customer.
- Let the customer feel cared for
Customer service may not always provide solutions, but it can always bring empathy.
Keep in mind that customers contacting support may have tried everything else themselves. As a customer agent, you are their last hope before they quit – perhaps in their crisis and your company – which is why it is crucial that your customers feel cared for. As Spiderman’s Uncle Ben puts it: “With great power, a great burden comes.”
Showing that you are tired goes a long way, and you have the power to get ahead as customers will share their best experiences with their colleagues and colleagues. Of course, you will not always solve a customer problem, but you can always treat with great respect and show your loyalty as a company.