Empathy is one of those words that gets commonly used when it comes to customer exercise. Suppose you are called by a customer who needs roadside assistance in Richmond; what would be your first reaction – to show them empathy or to give them a quote? I suppose the first would work better. Typically, management spends a huge chunk of their time encouraging representatives to spend a lot of their time learning and getting into the mind of the customer.
There are a couple of skills and training needed for teams to be empathetic towards customers regardless of the situation a customer presents themselves on. Here are a few tips on how to show empathy to your customers.
Genuinely relate with the customer
Some people think showing empathy means feeling outwardly remorseful for a problem that a customer is facing, and apologizing for the same – that is not the case. Empathy is the ability to interpret emotions and understand why someone is feeling the way they do. When you get this understanding, you stand a better chance to authentically relate to the customer, no matter how they feel. Every member of the support team should aim at creating common grounds for both parties to reach an amicable solution.
Actively listen to the customer
The first step to understanding a customer is to actively listen to them. Active listening includes not only listening to what the person has to say but also showing you have an understanding by repeating their words through the process. The best way to practice active listening is by paying a keen focus on what the other person is saying. You should never be worried about coming up with a response to their questions. Listen to every detail that a customer brings up and pay attention to their body language and tone. Always give customers the best solution to ensure they don’t encounter the same problems in the future.
Make interactions memorable
The customer service job is very much demanding. Reps will have daily goals to meet and managers will be constantly monitoring their metrics. The focus on quantitative performance will encourage reps to prioritize speed and efficiency to offer quality care. Support teams should always put the interests of customers first, even when dealing with their daily quotas. Always aim for customer retention because businesses spend more to acquire new customers than retaining an existing one. When customers get a memorable experience, they are more likely to share how they were treated.
Use positive language
It is important to use collaborative language that aligns with a customer while communicating with them. Sometimes, it is not what you say that matters, but how you say it. Be mindful of your language and the way you phrase your words while interacting with a customer. Even when providing sound advice, the customer can easily misinterpret your words as if you are positioned a certain way. If you need to explain to a customer a complicated solution, ensure you walk them through in a series of simple steps and make the whole process seamless.