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How to Empathize with Customers over the Phone, Live Chat, and Email
Empathy is what makes us human. It lets us step into someone else’s shoes – feeling what others feel. Each of us looks for understanding from others to help us solve a problem or simply listen to us. The same thing happens in the field of service. When a person has difficulties, he or she calls the support team. There is the main goal to be heard and get problem resolution.
That is why these moments are decisive in the fate of a call center. A study by Accenture found that 89% of people stop using the service because of bad customer experience.
In such situations, the main responsibility lies with the agent who takes the incoming call. They are the ones who should show full understanding and empathy towards the client. Sometimes, this can become a real challenge because of the person’s inner state.
After all, we cannot exclude the human factor. Sometimes we all get angry or upset. It is difficult to listen and delve into the problems of others, especially when the customer shouts loudly and does not want to listen to the agent. This does not give much chance to solve a certain situation.
Therefore, we offer you to figure out how to empathize with customers via different means of communication. You and I will find something to say instead of “sorry”. And you will understand there are many words to express your empathy a hundred times better.
What is Empathy?
Empathy is the ability to understand and share the feelings of another person. It means putting yourself in someone else’s shoes to see things from their perspective. Thus, experience the emotions of a person. This is the best way to experience a stronger connection and find rapport.
Types of empathy:
- Cognitive empathy is the ability to understand other people’s emotions. It’s when you mentally figure out a specific situation.
- Emotional empathy, (also known as affective empathy), refers to the human ability to automatically respond to the emotional state of others.
- Compassionate empathy involves a desire to help and take action to reduce the suffering of another person.
The Difference Between Sympathy and Empathy
People often confuse two terms such as empathy and sympathy. After all, they consider them completely identical. However, there are distinct differences between these terms.
We have already found out that empathy involves putting yourself in another’s shoes. It is about truly understanding and feeling the painful situations of others. Thus, this creates a connection and we are ready to offer sincere support. It includes attentive listening and full acceptance of a person without judgment.
Now, let’s consider what sympathy is. It is a feeling of pity for others but without complete immersion in the situation. Typically, parents teach children sympathy from an early age. Therefore, this feeling is embedded in us, but it is superficial.
The Importance of Empathy in Customer Service
As you understand, empathy is an integral part of our life. So, this applies to customer service as well. First of all, it helps agents to build a strong connection with a client and find pain points. It allows service providers to understand not just the technical issues, but also the emotions tied to those issues.
This is not a secret that agents should understand how to empathize with customers in the right way. Only in this way, a call center will increase overall satisfaction and loyalty. Empathetic interactions have the power to transform a negative customer experience into a positive one. As a result, your customers will feel appreciated and respected for your business.
Practical Tips on How to Empathize with Customers
Let’s consider the key points on how to empathize with customers professionally. Remember that the clients doesn’t know you and you don’t know them. That is why you need to spend some time to find rapport. In that way, the customer will have a desire to use your service. So, there are some practical tips:
#1 Start your conversation with a smile.
This will show your friendly attitude towards your client.
#2 Address the customer by name only.
This will show your respect. Also, a person will understand that you are ready to conduct a dialogue with him or her, and not follow a script.
#3 Give an opportunity to talk out.
Do not interrupt your client. This will help to reduce stress caused by specific issues.
#4 Listen, listen, listen to your customers.
Your team must be able to listen, not just hear. This will help you go deeper into a particular problem.
#5 Make notices.
If you need to deal with several issues, it is better to take notes. This will help you to avoid misunderstandings and show you as an attentive listener.
#6 Don’t make assumptions.
Your assumptions can make your communication harder. The client may interpret this as judgment or doubt. As a result, an agent can get an angry customer and reduce the call center rating. Besides, you can take into consideration the 9 efficient tips on how to deal with angry customers. It will help you to solve difficult issues easier.
#7 Use positive statements.
Remember that the client talks about problems, and this definitely causes only negative emotions. Therefore, you need to change the dialogue in a positive direction. You can say “I’ll make sure we fix this..”, “I’ll resolve this for you straight away.’’ or “ I will do everything I can’’.
#8 Make eye contact.
If you have the opportunity to see the client, then try not to take your eyes off it. This will show your insecurity in yourself and your actions. But don’t overdo it. Occasionally look away and the person doesn’t consider you aggressive.
#9 Reflect on the problem.
Assess the problem and look for a solution while the client is talking out.
#10 Put yourself in the customer’s shoes.
Understand the customer and their feelings. He or she chose your service for their needs. Therefore, you have to go through this situation together.
#11 Offer solution.
Give ways how your team can resolve the issue right away. Thus, a person will understand that your call center is reliable and appreciates customers.
#12 Ask for feedback.
Get to know if the customer liked your service and if she or he has any additional questions. This will help you improve your skills and the overall efficiency of the call center.
How to Empathize with Customers over the Phone
We have discovered some general tips on how to empathize with customers. Now, let’s consider specific means of communication and additional tips for them. Typically, call centers deal with phone communication most of the time. Therefore, we offer to start with it.
The tone of voice is the most important aspect when talking on the phone. So, smile all the time. The customer will hear a friendly and kind agent. It will significantly improve the overall customer experience. Whether you receive an incoming call or make an outbound one, you know what to do. Also, don’t forget about our general tips to empathize professionally. We are sure that by combining all these points you will get brilliant results.
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How to Empathize with Customers via Live Chat
Live chat requires a different approach than we’ve considered. It is due to your interaction occurring through SMS. So, you need to build rapport with customers without voice and eye contact. It can scare you. But, it is possible and can be even easier with the right techniques. Let’s consider how to empathize with customers via live chat:
#1 Give answers quickly
Customers always expect a quick response. Therefore, reply immediately as soon as the message arrives. This will help you not to lose the inquiry among hundreds of others.
#2 Be careful
Don’t answer in a hurry. Read the message carefully to assess the situation correctly. In this way, you will be able to provide accurate information.
#3 Use the customer’s name.
People like to hear their names. Thus, they feel a personalized approach and it makes them more loyal. Therefore, do not forget about this point.
#4 Choose empathetic phrases
You can use phrases such as “I understand,” “I’m here to help,” or “I can see why that’s frustrating.”
#5 Offer actionable steps
Give clear step-by-step solutions ASAP. A call center can prepare instructions or create a knowledge base for the most common issues. As a result, this will reduce the customer’s waiting time and the agents’ time to write them.
#6 Provide follow-up
Write to the customer after solving the problems. Ask about their experience working with you and if they need help with anything else. Thus, you will show your dedication and care.
How to Empathize with Customers Through Email
Email communication is not as fast as live chat. Therefore, you can choose the same strategy as with SMS. Also, try to respond immediately. This increases the possibility of getting a customer’s response as soon as possible. Most people don’t often check their emails. Therefore, feedback may occur after a certain time. Keep it in your mind and provide excellent customer service.
Example of Empathy in Customer Service
Call centers deal with customers’ problems or frustration every day. There are many reasons for this. For example, one agent had been calling the person for the previous two days. However, the person was not interested in the company’s services. After that, another agent calls her or him on the next day. Of course, the person is angry at this point because he or she refused the service. In this case, you can follow your script. However, it is necessary to understand the person and know how to empathize with customers properly.
For instance, agents at Nectar Desk use a comprehensive CRM system. It allows to keep information about contacts in one single place and all employees can see that data. Thus, they do not get into such situations. It is a good way to improve customer satisfaction and overall efficiency.
So, you ought to apologize for the inconvenience and acknowledge their frustration. You can say: “I understand how frustrating it can be to receive repeated calls. Especially, when you have expressed disinterest in our services. Your time is valuable to us, and I apologize for any disruption.’’
After that, show that a customer is valuable: “I assure you that your feedback is important to us. I’ve made a note in our system. So, you don’t receive any more calls from us.”
However, you need to provide a solution and motivate the customer to try your service. In that case, you can say: “ We will offer great discounts for our customers next month. Therefore, you can try our service at a good price. We can call you to inform about discounts at your preferred time.”
Show your sincerity at the end of the conversation: “ I can assist you if you have any further concerns. Please, don’t feel shy to let me know. Our company strives to improve our service and appreciates your understanding.”
Vital Skills to Empathize with Customers
#1 Active listening is the most important skill when customers have specific issues. You need to pay full attention to key points as well as tone of voice and understand when you can start to speak.
#2 Empathetic language shows that you understand the problem and have a desire to solve it right away. Some phrases can help you, for example, “I understand how you feel.”, “I can see why you’re upset.”, “I appreciate your patience.”, “I apologize for any inconvenience.” etc.
#3 Problem-solving is a challenging skill to master. However, you need to know how to deal with different inquiries. Of course, agents should provide a personalized approach because all customers need it. If you do not have a lot of experience, you can follow your script. But, try to think over each issue for empathetic customer service.
#4 The ability to keep calm is a key point when you work in customer service. This skill helps to build rapport and trust with customers. If you feel tension, count to 10 and start talking with a smile. It is a great way to stay patient in difficulties.
Conclusion
To summarize, knowledge of how to empathize with customers is the key to great service. Therefore, call centers should implement empathy training. The customer service teams can try to solve each other’s problems in real-time. Also, you can use simulators to act out certain situations to improve emotional intelligence. We have already considered the necessary skills they will be definitely useful for you. Therefore, attentively listen to your customers, use emphatic language, offer actionable solutions, and get prosperity.
FAQs about How to Empathize with Customers
What should I do if a customer is upset or frustrated?
If a customer is upset, you should stay calm. Additionally, carefully listen to their concerns without any interruption. Show that you acknowledge their feelings. You can provide an example of when you were faced with a similar situation and someone helped to solve your problem. This gives confidence that you have completely gone into the client’s problem. Besides, apologize for any inconvenience and provide a range of solutions that meets customer’s needs. Also, try not to follow a script and talk in your own words.
How does empathy contribute to customer experience?
Empathy shows that you value and respect your client. Therefore, it provides the best experience and boosts your call center brand. If you address all of the customer’s concerns, he or she will tell others about it. In this case, you can get new leads and improve your results.
How do I handle calls when I'm not in the mood?
Sometimes, all of us are not feeling our best. This can be hard to answer calls and stay understanding. Therefore, it’s important to take short breaks to clear your mind. However, if you work in that state, focus on the customer’s issue and remember that empathy is vital for the best service. Use gentle words and listen carefully to what they say. In these cases, it will show your customer care.
You can read the article on how to set up time management in a call center. It will be useful information to improve your productivity and keep a clear mind.
How can I empathize if I can't solve the issue?
Of course, agents can not always help the client immediately. But don’t panic. You can explain that this situation happened to you for the first time and you need to consult with more experienced colleagues. Also, say that you are focused on the result and will not leave the client alone with problems. Alternatively, you can offer temporary measures if it is possible. Do not forget to inform the client about your further actions.
Also, a call center can try the Call Whispering feature. It allows the supervisor to stay on the agent’s difficult call without any disturbance. Thus, they can guide employees and give useful advice.