How to Build Empathy When Working in a Call Center
Call-center employees deal with dissatisfied and frustrated customers on a daily basis. It can be difficult to listen to customers rant, whine and complain, without growing jaded, apathetic and unresponsive. Empathy is an important trait in a call center, because it helps employees put themselves in customers' shoes and motivates them to try to solve their customers' problems rather than usher them off the phone. Build empathy among call-center employees by including the emotion in your company's mission statement.
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Instructions
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Role-play with other colleagues, to practice responding in an empathetic manner during various customer scenarios. Pair up with an “empathy buddy," so the two of you can trade honest feedback about things the other did well, and suggestions for improvement. During your role play, practice a variety of empathetic words and phrases such as, “I’m sorry that was your experience,” and “I listened to everything you said; let me ask a few follow-up questions so we can best meet your needs,” or “We value your business; we’ll do everything in our power to ensure you never have to go through that again.”
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Put yourself in your customer’s shoes with each interaction. Observe closely what the customer says and what he appears to be feeling. Think of times where you felt similarly, to better relate to your customer. Ask yourself, “If I were feeling this way, what would I want someone to say in order for me to feel better?” Remind yourself daily that your customers’ satisfaction is your No. 1 goal.
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Change your policies to suit your customers’ needs, rather than asking your customers to deal with policies that don’t reflect the way they prefer to do business. Remember that your customers, not company rules, are your most valuable resource. Rather than telling customers, “I’m sorry, but that is our policy,” say, “That has been our policy, but we institute all our policies to protect our customers, not upset them. Let me find out what I can do to fix this for you.” Don’t be afraid to change the way you do business as the needs of your clients evolve.
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Encourage an atmosphere of closeness between co-workers and colleagues. Host events for employees to socialize outside of work; keep an open-door policy between supervisors and employees, and discuss new ideas with employees so they know their feedback is valued. Develop a work environment of care and support, so call-center employees naturally work from an empathetic mind frame.
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Hold meetings with employees regularly, to remind yourselves of your company’s vision, values and commitment to customer satisfaction. Continually ask yourselves, “What can we do to treat our customers better?”
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References
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