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, it’s such a large part of our company culture that we don’t even realize we’re 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 they’ve gone through that “sounds like” the one they’ve just heard. Em- Again, putting themselves in the customer’s position, ask your team to rank their preferences along the following lines: “Would 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 they’re done, the “agent” 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 you’re 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 they’re 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. “. . 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 don’t always have to do with your customer service, and sometimes they’re beyond your control. It will reflect well on your organization’s 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 you’re 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 “customer” go through their problem and complaint as thoroughly as possible. clean the litter box -- of a pet that isn’t 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 don’t 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 don’t 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 we’re listening and that we want to help. But first, it’s important to understand why empathy is so critical for your business. Some people may even be able to see it both ways. After people select their answer, ask them to discuss it further, with the following questions. Unlike a typical support scenario -- where you’re trying to reduce call time or mean time to repair -- let them vent or go through as laborious an explanation as they’d 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 they’ve gone through. Active Listening Sessions. It’s 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 hadn’t been required for the return. Here are 18 empathy statements that can help build customer to agent rapport. Make the Customer Feel Valued Thankfully, it’s 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 them—. Active listening is all about building rapport and trust by demonstrating that you’re 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. It’s fun to compare and contrast in order to see what’s one person’s preference is versus another. That’s why they prioritize empathy in the hiring process. A sympathetic response to quicksand is telling the person that you’ll help them, then leaping into the quicksand and getting yourself stuck instead. Since it’s an emotional subject, it can be challenging to find hands-on learning activities, and you don’t 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 don’t feel empathy from a company. This can also spill over into being more empathetic towards our customers. When you’re trying to be empathetic, you need to consider the other person’s 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 they’ve 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 customer’s perspective, have your team role play. Thankfully, it’s 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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