To truly put yourself in the shoes of your customer, you gotta start listening. The real kind. Not “listening” to respond or zoning out completely, because “these calls are all the same, right?” Wrong.
When you show you’re actively listening, you:
Give your customer an open invitation to be honest.
How can I help make your day better?
Get a better understanding of your customer's question or concern.
Can you tell me what happened?
Give the customer the confidence that you care about their issue and will get things done.
I’d like to hear more about your experience, so I can know how best to assist you.
Need some more ideas about how to express empathy with your customers? We’ve got a class for that! Learn more at wardcertified.com.