Psychology Today defines empathy as the “experience of understanding another person’s thoughts, feelings, and condition from their point of view, rather than from one’s own.” Empathy revolves around “selfless compassion and action,” a trait that makes us human, and invites harmonious relationships. Our previous blogs articles have mentioned the importance of emotions in improving the customer experience; now, we focus on empathy.
Showing empathy to your customers is one of the first steps
towards fulfilling your customers’ expectations. When a customer reaches out,
they feel the need to be heard, expect to receive help, and count on your
customer service to provide a solution. More often than not, customer service
agents may be a customer’s last option before they totally give up on a product
or service—given this, imagine how customers would react if agents won’t even
make a sincere effort to show empathy. To really know what customers are going
through, lessen the repetitive scripts and focus more on active listening, and
pay attention to the details to know why customers are feeling frustrated or
angry. Training that enhances communication and listening skills can also aid
in empathizing with customers effectively and intuitively.
A sincere display of empathy also affects a brand’s ability to create a satisfying customer experience. When customers feel at ease after an agent’s willingness to understand their current situation in order to find a solution, a sense of care is felt, inspiring a personal connection. Establishing a connection increases the chances of repeat customers and brand loyalty. In addition, showing empathy can also invite trust—such openness can create an opportunity for agents to discover important details from their customers which can help them solve the issue better.
Empathy shown towards everyone—not just your customers—goes
a long way. Paired with compassion, empathy truly impacts the way we live, how
others treats us, and how we create lasting relationships. Make sure that you
show it like you mean it.
Connect with your customers better through interactions that can elevate the customer experience. Contact us today to learn how.