Sometimes our customers are angry, or upset, or frustrated, and sometimes their feelings are justified. In this video, learn how and when to empathize with your customers to help move the conversation forward.
- Quiz time!…What's the best thing a customer service agent…can give a customer in an email?…A, a printable coupon for 10% off.…B, a free download.…C, a super-sweet apology for a product…that didn't work properly.…D, none of the above.…The answer is D, none of the above.…The best thing we can give our customers…in an email is our empathy.…Empathy is the ability…to understand and share the customer's feelings.…
Empathy shows we read their emails carefully,…and we can see the situation from their point of view.…Sympathy is I feel sorry that this happened to you,…but empathy is I can understand…why you were frustrated when this happened.…I would be frustrated too.…Now the question is, can you use both sympathy and empathy…in an email to a customer?…Sure, if the situation calls for it.…For example if a customer emails to say…that you shipped her the wrong sweater,…and now she doesn't have a birthday gift for her mom,…your response could combine sympathy and empathy this way.…
I'm so sorry we sent you the wrong sweater.…
- Reading emails carefully
- Anticipating follow-up questions
- Answering all of the customer's questions
- Handling difficult questions
- Explaining your process to the customer
- Paraphrasing the customer's situation
- Acknowledging the customer's feelings
- Apologizing when appropriate
- Avoiding clichéd language
- Demonstrating empathy and sincerity in your writing
- Building rapport
Skill Level Beginner
Customer Service Foundations (2014)with Jeff Toister1h 57m Beginner
Managing a Customer Contact Centerwith Brad Cleveland1h 31m Intermediate
1. Answer the Customer's Question
2. Show Customers You've Read Their Email
3. If You Must Apologize, Be Sincere
4. Customize Templates to Avoid Sounding Robotic
5. Build Your Email Writing Skills to Build Your Career
Self evaluation3m 24s
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