How to Empathize With Customers

Video Transcript

"In this section we're going to discuss some methods you can use in dealing with tough customers. I'm Pamela Unruh on behalf of Expert Village. Let' start by talking about empathizing with your customer. Now a lot of customer service providers can say that they show sympathy to their customers, the customer comes in and they are having a particularly difficult issue. But there is a difference between empathy and sympathy. I think the best way of ever having this explain to me was from a supervisor who once said think about taking a walk through the jungle. You come across somebody who is sinking in quick sand, you can feel bad for the person and recognize that it is a very tough situation, that's empathy. But if you jump into the mud puddle with the customer then that's sympathy. By doing that you're really not doing anybody any favors, empathize and recognize the customers situation as they see it. Now what ever is an emergency to a customer you may recognize right away something that is very easy to deal with. Don't down play the fact to the customer may be upset about it let the customer now that you do understand what they are feeling and what they are thinking. Be sure that you let the customer know what you can do to help."