Join Jeff Toister for an in-depth discussion in this video Listening with empathy, part of Working with Upset Customers.
- Let's take a few moments to talk about empathy. … This was covered in the Customer Service Fundamentals course … on lynda.com, but we'll go a bit deeper in this video. … Empathy is defined as the identification … or vicarious experiencing of the feelings, thoughts, … or attitudes of another. … In other words, it's the ability to understand … what another person is thinking or feeling. … In customer service, we need to take this a step further. … We need to demonstrate that understanding to our customers. … Psychologists call this validation. … It makes the customer feel okay for feeling the way they do. … Failure to validate a customer's negative emotions … can make them feel even worse. … Let's revisit the coffee shop scene, … where the barista makes no attempt to empathize … with the customer. … - Yeah, you guys screwed up my drink order again. … I was here two days ago and you did the exact same thing. … I asked for four pumps of vanilla, … you gave me like maybe two. … - Well, it's not my fault …
- Listening with empathy
- Helping the customer be right
- Preserving the relationship
- Learning from angry customers
- Passing along complaints
- Replacing trigger words