What is advanced empathy

Empathy in customer service

What is customer empathy?

Customer empathy simply means putting yourself in your customers shoes to understand how they are feeling.The language we use has a huge impact on a customer's perspective on a company. Sensitive communication in customer service ensures that the customer knows his problem and his feelings are understood.

What is empathy?

"Empathy is the ability to share another person's feelings or experiences by imagining what it would be like to be in that person's position."

Cambridge Dictionary

Types of empathy:

Compassionate empathy

This kind of empathy drives us to act.
Compassionate empathy can change the direction of communication, especially when talking to a frustrated, unhappy customer. She can change the mood instantly. When you understand the problem and are ready to help to improve the situation, the customer will be calmer and more grateful.

Emotional empathy

Emotional empathy is when we can understand another person's feelings and they are known to us. You connect with a similar feeling that you have already experienced yourself.

Cognitive empathy

Cognitive empathy is when you can recognize other people's feelings. This will allow you to improve your everyday communication. An account manager's ability to recognize a customer's feelings and mindset has a greater impact than an employee's expertise. Often times, customers just want to hear that you understand the problem and are sorry.

How do you express empathy in customer service?

The job of an account manager is sometimes difficult. If it's not easy for you to show compassion for clients in a professional and not too emotional way, here are some tips that will help you handle the situation with an empathetic approach.

1. Active listening

Active listening is an essential part of determining what problem the customer is struggling with. However, it is much more than that. In many cases, the customer is so frustrated that he has to take his anger out on someone. So go ahead and let it happen. The customer will then calm down and wait for your answer. Don't interrupt the customer, let them do the talking. When the customer is done, express your thoughts on the problem. Put yourself in the customer's shoes. Sometimes customers want to hear that they are genuinely sorry for the inconvenience.

Empathy statements in customer service:

"I can't imagine what you've been through."

" Mr. Mrs…,I can understand your anger, I would probably react the same way. "

"I'm really sorry for the inconvenience you experienced."

Active listening also helps to summarize the problem. This enables you to reproduce it to the customer. This method not only helps you to understand the problem correctly, the customer feels understood at the same time. For example you can say; "Do I understand correctly? .. Have I forgotten something?".

2. Ask questions

Asking correct questions is the next step in solving a customer inquiry. Also, it shows that you are really trying to find a solution. This means that the customer reacts less dismissively.

3. Recognize the tone of the customer

Every customer experience is different. Therefore, there is not just one right method. Mirror the customer's tone of voice to guide them calmly through the conversation.

4. Don't make assumptions

Never assume that the customer has already done something. The account manager should use questions to identify the problem. Assuming the customer has already tried something, it can take twice as long to solve a simple problem. Statements like: "You have probably already done that, that's why ..", can have a disparaging effect if the customer has not actually done this.

5. If the customer is right, let them know

There is no reason not to hide the truth or not to speak plainly. Honesty is best. If your business has failed or made a mistake in any way and the customer confronts you about it, you should let them know they are right. Don't play it down. For example, "You are absolutely right..". It is even more important to take the promised measures afterwards to prevent the problem from happening again in the future.

How can LiveAgent help your employees show empathy in customer service?

LiveAgent is a feature-rich help desk solution that will help your business deliver fantastic support. It is software that enables your employees to respond to customer inquiries from one interface. For example, email, social media, live chat, forums, calls, etc. This is how your account managers deliver efficient and effective customer support.

Customer service representatives must have competencies from 2 categories, soft skills and technical skills. Technical skills can be learned, while soft skills are difficult to learn. However, there is a way that your employees can use certain empathy statements. Here are some features that can help your customer service;

Video call

It can be difficult to express a feeling or to correctly formulate certain sentences if you cannot see the other person. LiveAgent gives your customers the ability to video chat with your employees. In this way, customer problems can be solved faster and your employees can better recognize the moods and feelings of the customers based on facial expressions and body language.

To learn more, see LiveAgent - Video Call.

Prepared messages

Prepared messages are previously written replies. Delivering quick and informed answers can change your service for the better. You can create the perfect answers / empathy statements in advance on LiveAgent and personalize them in the chat.

To learn more, see LiveAgent Prepared Messages.

LiveAgent has more than 170 functions. To find out more, read LiveAgent Features or arrange a free demo with us.

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