Empathizing with customers can really make a difference in the way they feel about your business. In this video, learn about how to ease customers' frustration by practicing the five steps to expressing empathy.
- One of the most important steps you can take … when solving a problem is to express empathy. … Empathy can be a tricky skill to master, … but this video will give you a few ideas to try. … Let's start with why empathy is important. … Empathy is defined as the identification with … or vicarious experiencing of the feelings, … thoughts, or attitudes of another. … In customer service, expressing empathy is the ability … to demonstrate to your customer … that you understand what they're thinking or feeling. … Psychologists call this validation. … The idea is to make the customer feel okay … for feeling the way they do. … Empathizing with an upset customer … over the phone is critical. … A study conducted by Mattersight … learned that 75% of customers have felt frustrated … after talking to a customer service rep on the phone, … even if their problem was solved. … Empathy comes from having a similar or relatable experience. … This isn't always easy, … especially if you've never been in the same situation. …
- Developing the perfect phone greeting
- Filling dead air
- Managing holds and transfers
- Expressing empathy
- De-escalating angry callers