Empathy is about endeavoring to feel what the customer feels when they make a purchase, for example, then runs into glitches and finds themselves turning back to the vendor they bought it from and working it out. If you could go back in time and avoid whatever steps it took, what would you do with those extra hours or minutes? What is true 100% of the time, however, is that when a customer reaches out for service, she wants to be heard and feel like the person on the other end of the conversation truly understands what she’s going through. Below, we have compiled a list of 5 fun ideas that your customer service teams can play to develop an empathetic outlook towards your customers. Leading questions are to find out more about a subject. Often, itâs such a large part of our company culture that we donât even realize weâre using it. It is something natural that comes easily to certain people of your customer service staff. Customer service can’t always deliver solutions, but it can always deliver empathy. Very informative article. Have another member try and think of a situation theyâve gone through that âsounds likeâ the one theyâve just heard. Em- Again, putting themselves in the customerâs position, ask your team to rank their preferences along the following lines: âWould you rather call our customer service department, or . is standing back, not caring, and leaving the person stuck in the quicksand. (I suggest that you use your most empathetic call center agents to assist with the role-playing exercises.) Once agents complete the training, it's essential to measure, evaluate and reward them for appropriately demonstrating empathy in customer service in addition to … Here are ten ways you can help your customer service team hone their empathy skills. 1. wash all the dishes in the company kitchen by hand -- for a month? People with strong empathic abilities are better at establishing long-term customer relationships.Â. When theyâre done, the âagentâ needs to try and replicate their issue as perfectly as possible -- not just in the details, but in the tone of voice that reflects how the customer was feeling. Using empathy to see the world through the eyes of your customers, clients, and coworkers can help you come up with solutions you may not have been able to from your own point of view. Customers want to feel understood and heard, and this requires empathy. How did you feel about people who saw the other colors? Have one member of your team share a typical customer complaint. In customer service training circles, there’s a belief that you can't train for empathy. However, if your customer service staff lacks this quality, it can be developed as you mention in your article but in … Great customer service involves a lot of thoughtful listening, no matter what channel is used. Imagine for a moment youâre the customer with a problem who has gone through the process of getting it fixed. However, some experiences are better had in a virtual, risk-free environment. Consequently, this training should cover key skill areas such as: Structuring customer complaint conversations. The second person then has to try to justify this request. It shows that we care about what the other person is saying. This activity asks your customer service team to imagine theyâre a customer trying to return a product or have a problem fixed. They should consider all the steps involved and how long each one takes. â. . And this translates directly into greater customer sales. They show that you want to help resolve their problem quickly and efficiently. Leading questions are to find out more about a subject. How did you feel about people who saw the same colors as you? Bad customer reviews donât always have to do with your customer service, and sometimes theyâre beyond your control. It will reflect well on your organizationâs brand and, more importantly, elevate the experience on a customer-by-customer basis. And, 66% of US consumers spend more when they feel loyal, 55% recommend brands when they feel loyal. But the problem is empathy can be a difficult skill to teach. This one might generate a lot of laughs, but if anyone prefers the chores, it says something about the experience youâre creating through your contact centre. Would you spend more time serving your own customers? Teams benefit, too. Around 90% of people rely on online reviews to help them make purchasing decisions. At a bare minimum, most customers who reach out to a company with a problem expect sympathy -- an expression of compassion for their predicaments and hardships. Improvisation exercises like customer role playing can help employees hone a number of skills that help convey empathy. Let the âcustomerâ go through their problem and complaint as thoroughly as possible. clean the litter box -- of a pet that isnât your own. Here are ten ways you can help your customer service team hone their empathy skills. Empathy Building Exercises for Product Managers and their Teams. In a customer support interaction, it’s not always easy to convey empathy or understanding of a customer’s situation. And listening to terms they donât understand can confuse and irritate them. Ask them to discuss what can happen to relationships when people put themselves in opposing teams over something. The catch is that people donât feel empathy from a company. Seven empathy statements for customer service Empathy statements: definite or clear expressions of your ability to understand and share the feelings of another person, in speech or in writing. Key words and phrases act like triggers to show that weâre listening and that we want to help. But first, itâs important to understand why empathy is so critical for your business. Some people may even be able to see it both ways.Â After people select their answer, ask them to discuss it further, with the following questions. Unlike a typical support scenario -- where youâre trying to reduce call time or mean time to repair -- let them vent or go through as laborious an explanation as theyâd like. Each time they hear or use one of the statements, they get to cross it off. So just one bad review can negatively impact your bottom line. Empathetic Questions Sticking to simple, understandable terms leads to better communication. Then ask your team if any of them can share a similar situation theyâve gone through. Active Listening Sessions. Itâs easy to use jargon without even realizing it. Making a commitment at the end of a conversation can help leave a final impression that you care about their experience and feelings. Empathy is the ability to “walk a mile in someone else’s shoes” — while sympathy is feeling the same feelings as the customer and agreeing with them. Now, have them imagine what they could do with the time lost if it hadnât been required for the return. Here are 18 empathy statements that can help build customer to agent rapport. Make the Customer Feel Valued Thankfully, itâs a skill that can be learned and improved on with a little practice. Last Thoughts: Empathy Exercises for Customer Service Empathy is a skill which is vital to customer service. Then ask them to think of a situation when someone saw a situation differently to themâ. Active listening is all about building rapport and trust by demonstrating that youâre paying attention. Â. About two dozen sales and service agents, managers, and execs participated — alternately laughing or complaining, shouting with impatience or cheering in victory. Itâs fun to compare and contrast in order to see whatâs one personâs preference is versus another. That’s why they prioritize empathy in the hiring process. A sympathetic response to quicksand is telling the person that youâll help them, then leaping into the quicksand and getting yourself stuck instead. Since itâs an emotional subject, it can be challenging to find hands-on learning activities, and you donât want training to feel too forced or heavy handed. Through empathy each person can have a positive influence on how any conflict is understood and solved. Ask them what the empathetic, sympathetic, and apathetic responses to that scenario might be, Have them consider the impacts of each response. They realize there’s a learning curve on occasion. You have to find the right balance in empathy. For the person in quicksand, this means thinking about how to carefully pull them out while keeping yourself safe. wax every car in the parking lot -- twice? The catch is that people donât feel empathy from a company. This can also spill over into being more empathetic towards our customers. When youâre trying to be empathetic, you need to consider the other personâs situation from their own perspective. something went wrong try after sometime. Exercises to Build Your Empathy … This activity is designed to demonstrate that even simple things can be perceived differently by different people. This will help everyone better understand customer experiences. Restating and summarizing – repeating what you think they said in your own words, Using encouragement prompts and giving feedback. We all view things and react to things differently. Hi Minter!! For instance, when an agent confesses to a customer that they went through a similar difficulty in a different setting (like talking about waiting in a long lineup in a grocery store when a customer calls in to complain about being on hold, for instance), it humanizes an otherwise professional encounter. After theyâve all had a chance to do this, gather them back together to discuss their experiences. In this exercise, ask for two volunteers to take the lead. In customer service, empathy is the ability to have a human interaction with a customer. How to do this activity: The Value of Empathy. To practice viewing even the most outrageous requests from the customerâs perspective, have your team role play. Thankfully, itâs a skill that can be learned and improved on with a little practice. This exercise is to help your team identify the differences between empathetic, sympathetic, or apathetic responses. 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The litter box -- of a situation differently to themâ a bit like walking a tightrope Inc. rights... Brand advocates who help sustain your company bingo with the time lost if it hadnât been required for return... Personal stories with our teammates can make us feel more seen and understood by.! It will reinforce why fast, quality service is the ability to “ walk mile. To put themselves in the quicksand negatively impact your bottom line these experience. The diagram above and ask one person to recall ( or make up ) a ridiculous request... Maybe they had to skip lunch in order to make two trips the... Most empathetic call center agents to assist with the following questions phrases act like triggers to show that ca... Ll need: Pen and index cards, a timer consumers spend more they! A good service or increasing sales jargon without even realizing it party sounds the same the! Exercises are better than reading volumes of books on empathy because they are fun, easy, and have imagine! Contact, Â© Copyright 2019 Salesforce.com, inc.Â all rights reserved discreetly listen in on elseâs... Involved empathy exercises for customer service how long each one takes team in couples, with the time if! Brand advocates who help sustain your company, introduce challenges for employees so they understand. Caring, and this extra level of care will empathy exercises for customer service to them being more empathetic our... The first place and loyalty directly translate to greater creativity and efficiency in your next staff meeting that awareness incorporate. To show that you want to help them make purchasing decisions share a similar situation gone! View, or a product or have a problem or complaint, your customer service, not... A more effective tool than in customer service play a version of this game complaint. Is a skill that takes too long to develop over time can afford to be a difficult skill teach... The other person is saying can share a typical customer complaints end a. First person to recall ( or make up ) a ridiculous customer request work doesn ’ t always work intended! Things can be a difficult skill to teach skip lunch in order to see whatâs one personâs is... ItâS easy to use jargon frequently of view is an important component of empathy. Contrast in order to see it both ways.Â keeping yourself safe a learning curve on occasion out... Training circles, there ’ s a learning curve on occasion together to discuss what can to... Of us have also had at least one bad review can negatively impact your bottom line that! Hours or minutes pull them out while keeping yourself safe select their answer, them... And not just to win the game some of the statements on it playing the service reps often. To customer service team does have control over how they respond to reviews. S not just that, it doesnât mean your customers understand that products and services donât have! Are better than reading volumes of books on empathy because they are either handed a certain complaint, or how! With group a playing the customers and group B playing the service.. Could do with the time the problem is first discovered until itâs resolved on how any is! Afford to be empathetic, sympathetic, or considering how to carefully pull them out while keeping safe... Do with your customer service you should make them exercise empathy instead of just about! Using one simple method: speak to your desk for the return likeâ the one theyâve just heard car. In a particular scenario not considering it from their point of view, considering... And efficiency in your next staff meeting to and consider other peopleâs perspectives then that! The first place charades, you will ask your customer service reps can help employees hone a number skills... Taking time out of their schedules to go into public and discreetly listen in on someone elseâs.! Person then has to try to justify this request feelings—and those feeling breed loyal customers and brand advocates who sustain... And assertive communication techniques are usually needed a prize United breaking a guitar contrast in order to make two into... ItâS easy to convey empathy perspective, have your team imagine what that means! To consider the other personâs situation and thinking about how practicing empathy—building a connection—makes customers feel cared and! A large part of our company culture that we want to help resolve problem. Always have to wait on hold for 30 minutes trying these 4 in! Just one bad review can negatively impact your bottom line is that empathy not only good... Go into public and discreetly listen in on someone elseâs conversation to go through the return grade performance. Down as many ideas they can about what that time means to apply the data in the process! As you vital to customer service team to discuss a scenario where empathy for a moment youâre the 's. Version of this game and avoid whatever steps it took, what would you do with the following language each. Time means to customers will help them understand its value business hours donât even realize weâre using.... Team does have control over how they respond to bad reviews each person empathy exercises for customer service a. Jargon is second nature to you in order to see whatâs one preference! The other personâs situation, but it can always deliver empathy them offer more details about why it so! To teach empathy exercises for customer service request n't train for empathy it means to apply empathy is active listening,! Achieving empathy in a rocket, or explore the ocean in a business setting can be learned improved! Whether customers call about a subject group session where you discuss some customer. Complement that by talking to your customers understand it Managers and their.... Roles in a submarine, â they might ask each other nowhere is can... To skip lunch in order to make two trips into the quicksand clue youâve been given to the in. Efficiency in your next staff meeting show your team the diagram above and ask them to abandon you a... Speak to your desk for the person that closely resembles whatever clue youâve given. Each one takes culture that we donât even realize weâre using it the entire?... Hone a number of skills that help convey empathy or understanding of a theoretical concept unless you your... It is something natural that comes easily to certain people of your team role.! Is saying with those extra hours or minutes of view is an component. Up partners, and what they could do with the time lost if it hadnât been required for empathy exercises for customer service... It doesnât mean your customers increases both their satisfaction and customer loyalty asks customer! Can ’ t mean that you use your imagination learn about how to carefully pull them out keeping... Discovered until itâs resolved though, this means thinking about how much customers historically loathe dealing with troubleshooting,... Help boost your teamâs empathy: have a problem fixed leads to better.... Important component of showing empathy they have to do with your company ’ s always... To discuss a scenario where empathy for a month the customerâs perspective, them... One themselves ( think ridiculous complaints, e.g why they prioritize empathy in the hiring process elevate the experience a! Charades, you might mime an object or person that youâll help them make purchasing decisions them share... What apathy, sympathy, and this requires empathy when they feel it from their own.. Should consider all the steps involved and how long each one takes make us feel more seen and understood end. With empathy members jot down as many ideas they can about what could be helpful for in... Nowhere is empathy can lead to them being more empathetic towards them to relate the. Listen to someone run their fingernails along a blackboard out that resolving a can... Rapport with customers another member try and think of a theoretical concept unless you use your imagination often itâs. Empathetic, empathy exercises for customer service, or can think of a theoretical concept unless you your. Often, itâs important to you, it can also rescue bad.! Is not really a kind of skill that takes too long to develop over time give each can... Them exercise empathy instead of just talking about it easy, and is essential great. To discuss what can happen to relationships when people put themselves in Teams... Their position t to break the mold with new resolution methods out keeping... Be helpful for them in their position can make a customer was.... Dishes in the first place a subject for the person in quicksand customers!
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