Nobody would blame you for becoming jaded when you work in customer service. But the best way to overcome a sense of apathy or frustration in customer service is to practice empathy. Get four steps to fostering a sense of empathy for your customers.
- Someone sent me a funny YouTube video of a customer service representative mocking her customers for the unintelligent questions and situations they brought her. I'm sure a lot of people in customer service could relate to the YouTuber's monologue. Nobody would blame you for becoming jaded when you work in customer service. You've heard it all and it gets tiring and sometimes frustrating. The problem though with becoming jaded is you could deliver interactions that don't reflect the essence of your brand and when you're dealing with challenging customers you could unintentionally make those interactions more difficult. The way to overcome any sense of apathy or frustration in customer service is to practice empathy. When you have empathy you naturally create positive interactions because you understand and share the feelings of your customers. Here are four steps to fostering a sense of empathy with your customers. Start by putting yourself in the customer's shoes. Imagine you just experienced the same problem they're telling you about. Second, sense the situation from your customer's perspective. How would you feel if the problem they experienced was your problem with the same set of circumstances? Would you be anxious, angry, confused? The next step takes us into action. Discuss the things that are upsetting to your customer. Maybe that's saying something as simple as, "I realize this whole thing is frustrating for you. "Let's take a look and see what's going on." And finally, offer solutions to fix the issue. In this step you look for a way to resolve the problem. When you can't fix a problem on the spot, give an explanation or provide the next steps. A tip I teach in my workshops to help make conversations positive is, don't say anything to your customer that you wouldn't say to your grandmother. If you follow this rule you'll sound more empathetic and the image of talking of your own elder will help you speak with more empathy.