Having empathy can improve your customer service skills because you can anticipate their wants and needs. Reminding customers of the business’s ever-willing support for them helps to conclude with a sustained empathetic approach, and the use of the word “us” summarises the collaborative culture on which empathy is based. This involves reassuring the customer that the company is striving to resolve their issue and further building customer–advisor rapport. Thanks to Matthew MacLachlan, Head of Intercultural and Communication Skills Training at Learnlight. Providing a close, but realistic, timeframe for when a customer query can be answered, if it cannot be solved immediately, should again take responsibility away from the customer and allow them to relax. Ways to Express Empathy to Customers. 6. This is why you should stop any line of sympathy and instead focus on empathy, as the Apple Genius Manual suggests. Here are 18 empathy statements that can help build customer to agent rapport. 16. “What I’m currently doing to help you is…”. Authenticity means using a natural tone, and less formal ways of speaking. A deeper understanding of empathy and empathetic statements can lead to better relationships and even a chance to be a more successful leader. If I were in your position, I would feel the same way. A sympathetic response could be: "I'm also unhappy with the way that product works." You relate to them on a human level. “Do let us know if you have any further questions, Mr Smith”. Researchers in the field have endeavored to divide this general definition between two different types of empathy: Cognitive and Affective. Reading standard empathy phrases without being authentic creates resentment and can increase anger. “I can see where the problem is, Sir/Madam…”. I assure you to share it with the respective team.” The two basic ways of expressing empathy is through effective verbal and non-verbal communication. Be genuine, honest and be yourself. But the use of the word “we” also indicates that it is a team effort and that you are prioritising the matter. The best way is to mirror the behaviour and language that the customer uses. Empathy is an important skill for service professionals to master. Remember we are dealing with emotions. Empathy is the Key to Excellent Service. In the Customer Service, empathy is the possibility to fuel connection with the customer, it also provides an emotional bridge, enables the sharing of experiences, needs, and desires. Empathy and sympathy are traits that are, on the whole, collectively good — it’s good to have a society that tries to understand other perspectives and offer support for people who need it. Beginning a Customer Service Conversation: “Thanks for reaching out about this!” “I’m sorry to hear that you are having trouble.” “I understand how that could be frustrating.” “I’m happy to help!” A personal, conversational greeting, ie. The Top 12 Acknowledgement Statements for Customer Service, Positive Language for Customer Service Conversations, Erlang C Calculator Excel Including Shrinkage, Monthly Forecasting Excel Spreadsheet Template, Multi-Channel Contact Centre Calculator Tool – Phone Email Chat, The Top 25 Words to Describe Yourself on Your CV, 18 Empathy Statements That Help Improve Customer-Agent Rapport, The Top 100 Excellent Customer Service Quotes, The Best Customer Service Greeting Phrases – with Examples, 50 Quick Ideas to Improve Contact Centre Performance, 15 Great Ideas to Make Remote Working Fun, 10 Employee-Focused Customer Service Goals. They feel that you understand their situation and that you want to help them as a priority. Highlighting that your company appreciates feedback, whilst alluding to the notion that you’d like to act on it, demonstrates your will to relieve them of any future hassle. Having empathy in your customer service conversations would lead to happier and loyal customers. When a customer calls about an issue, they may be frustrated and want you to listen to them. 11. When doing so, the agent should use empathetic statements to convey their interest in and attentiveness to the customer’s enquiry. In a customer support interaction, it’s not always easy to convey empathy or understanding of a customer’s situation. The problem with empathy is that it … One of the best ways to learn empathy skills is through customer service representatives, call center agents, sales executives and counselors. When you use personal pronouns (and especially “I” rather than a more corporate “we”) the listener understands that you are personally involved and interested in them as an individual. 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