How to Use Empathy in Customer Service
Customer service entails delivering top-rate service while also understanding the impact that each situation can have on the company as a whole. Customers who are upset and frustrated by an experience or product may become angry and hostile. But using empathy can help bring the conversation to a calm and agreeable resolution and can build relationships and loyalty.
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Instructions
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Practice active listening. Active listening requires representatives to put aside their own beliefs and opinions and focus instead on the message the customer is trying to relay. Don't interrupt the customer, and take notes if necessary. Active listening encourages the representative to fully understand the complaint.
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Apologize and offer to help. Once you've listened and believe you understand the issue, make a sincere offer to help. If you need further clarification, politely ask the customer for the information. Reassure the customer that this additional information will help you resolve the issue to their satisfaction.
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Focus on your tone. Empathy requires customer service representatives be pleasant, genuine and sincere. While empathizing with the customer, the representative should portray confidence, a willingness to help and a general interest in what the customer is saying.
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End the conversation on a positive note by thanking the customer for bringing the problem to your attention.
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Tips & Warnings
Smiling while on the phone can improve the tone of your voice.
References
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