From the course: Serving Customers Using Social Media (2019)
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Show empathy in your responses
From the course: Serving Customers Using Social Media (2019)
Show empathy in your responses
- Writing to customers in social media is your job, and to do your job really well, you may need to draw on skills you use in your personal life, with your friends and family. For example, if your brother tells you, "I'm really struggling at work. My boss keeps criticizing me publicly "during meetings, I may quit." You'd probably reply, "Whoa, "that sounds really stressful. "I can understand why you're thinking about leaving." That's an empathy statement. Empathy comes naturally when we're talking to people we care about. But empathy's not just for friends and family. It's a customer service skill you'll need when you're writing to customers in social media. It's important to understand the difference between sympathy and empathy. Sympathy is feeling compassion, sorrow, or pity for the hardships that another person encounters. Empathy is putting yourself in the shoes of another. When a customer tweets, "I'm trying to…
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