The general meaning of empathy is the ability to understand or share the feelings of another. But what does this have to do with customer service? More than you may think. When thinking about what empathy means in customer service, you have to remember that a part of serving a customer effectively is understanding their feelings about the situation. Most consumers call customer service when they’re upset or angry about an issue, which it makes it hard to help them. This is where the importance of empathy in customer service comes in. When customer service agents have empathy and can put themselves in the position of the frustrated customer, they can better understand how to calm them down and maybe help them realize what not to say. If you’re interested in learning about the role of empathy in customer service, keep on reading.
Empathy is integral when it comes to understanding what upsets customers and what they respond to positively. Customer service representatives should utilize their empathetic skills to understand exactly what upsets customers when they call their customer service center and use that knowledge to their advantage. Demonstrating empathy will show customers that you care and will improve their overall impression of your company, even if they’ve recently had a negative experience. The main goal of customer service is to ensure customers are happy and that they have a positive experience, which is exactly what showing them empathy achieves.
Dealing with emotional customers can become a long and drawn-out process. However, these interactions can be cut down in length when your customer service agents know how to portray their empathy. It’s difficult to communicate with emotional customers much less help them solve their problems, so the first step is to diffuse the situation. Arguing doesn’t help in calming down upset customers but empathy does. Representatives should express that they understand how the customer is feeling and why they’re upset—this can help calm them down. Once they are calm, it’ll be easier to interact and actually communicate with them, making the resolution of their issues that much quicker.
When customers are valued and treated as much, they’re more likely to choose your business the next time around—even if they experienced an issue before. Customer service representatives can make all the difference, especially when they show empathy and a true interest in helping. Consumers will be able to sense their genuine attitude, especially when they communicate that they understand their frustrations, and do everything they can to help them.
If you’re looking for empathetic, efficient call center services in the GTA, call 3C Contact Services. Our team of representatives will field all inquires from your customers, whether it be through live chat, phone calls, or e-mail. We thrive on helping businesses grow by providing top-tier customer care services. Contact us today for more information.
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