They want to know you care about their feelings, can relate and that your goal is to solve their problem. The way your Customer Service team handles issue resolution is crucial to your business’ reputation, client retention and more.
Customers want to be treated in such a manner that is consistent with their own values. (We’re sure you’ve seen the Discover Card commercials that express this ideal.)
Here are 7 effective ways to show your customers empathy so they know you care:
1. Listen Intently to the Customer and Do Not Talk Over Them
Don’t just hear them. Make the effort to understand what they’re saying, and, whatever you do, do not interrupt them. They want to feel heard, not rushed or overlooked. Consider how you would feel in their shoes.
2. Recap the Issue or Complaint Before Solving It
By recapping the issue with the customer, you reinforce you were paying attention, not just breathing on the other end of the line. This also proves you are level with them and understand.
3. Use Phrases like: “Thank You” and “I’m Very Sorry”
Phrases like these create calm, comfort and confidence within the customer. These phrases are also very polite, and that shows the customer you respect them.
4. Relate to their Pain or Issue
Don’t leave your humanity at the door as a Customer Service Rep. Relate to the customer’s issue by anticipating how you would feel in their situation. Seeing things from their perspective will prove your thoughtfulness and consideration.
5. Stay Professional
Even if the customer becomes angry or inappropriate, you must remain calm and respectful. Maintaining this tone usually calms down an angered customer, but even if it does not, remember you are representing yourself and your business during every customer engagement. Represent well.
6. Let the Customer Know Your End Goal is Issue Resolution
Assure them you want to and will solve their problem. Tell them how and provide a time estimate when possible. Follow up as is necessary and uphold the promises you have made during your communications. Always be honest.
7. Thank them for Engaging with You and Ask them if You Solved their Problem
Don’t leave the conversation open-ended. Be sure you solved their problem and express your gratitude for the opportunity to solve their problem before you hang up. By doing this, you continue to grow your company’s credibility and reputation.
When you take the time to go through these motions, you will see the fruits of your labors come to fruition and get into a better routine when it comes to handling issue resolution effectively.
Learn more about improving your customer service team when you read Ledgeview’s latest eBook: “10 Best Practices to Improve Customer Service.”