What is empathy in customer service?
What is empathy in customer service?
Empathy is the ability to understand and share the feelings of another. It is the act of putting yourself in others’ shoes and seeing a problem from their point of view. In customer service, empathy is the ability to have a human interaction with a customer. It just means that you understand their truth.
How do you train empathy?
Here are eight ways to strengthen your own empathy:
- Challenge yourself.
- Get out of your usual environment.
- Get feedback.
- Explore the heart not just the head.
- Walk in others’ shoes.
- Examine your biases.
- Cultivate your sense of curiosity.
- Ask better questions.
How do you improve customer empathy?
Customer empathy, just like customer experience, could mean different things to different industries, disciplines, and people….Here are some tips to help.
- Observe, Interview, Engage.
- Share Customer Insights.
- Create an Empathy Map.
- Include Understanding Phrases in Your Customer Service Interactions.
- Examine Your Biases.
Why is empathy important to customer service?
Quite simply, empathy is the best way for you to show your customers that you really care. And while it’s not always possible for customer service representatives to solve a customer’s problem, showing empathy helps customers to feel that their concerns matter. It reinforces that they are valued by your company.
What is a good customer service?
Good customer service typically means providing timely, attentive, upbeat service to a customer, and making sure their needs are met in a manner that reflects positively on the company or business.
What can I say instead of sorry customer service?
A quick summary of bad vs. “Thank you for letting us know.” “I’m sorry.” “I’m sorry but this is what I can do instead.” “It’s working fine for me.”