Empathy is when you can relate to someone else because you’ve experienced and felt what they're feeling or going through before. For instance, we can all relate to being stressed out when something doesn’t go according to plan. You know, like traffic, NBA playoffs, or the finale to ‘Game of Thrones.’
Making empathy part of your customer service helps you:
Understand where your customer is coming from and respond in a way that lets them know you get it.
Focus on helping your customer the way you would want to be helped.
Show the customer their feelings are heard and valid, ‘cause you’ve been there.
Diffuse a tense situation by using short, supportive statements like: “I understand this is stressful” or “This must be inconvenient.” Talk to your team about putting themselves in the shoes of your customers.
How has it changed your customer service?