Ask them what the empathetic, sympathetic, and apathetic responses to that scenario might be, Have them consider the impacts of each response. Sympathy is acknowledging the other person’s situation, but not considering it from their point of view, or considering how to help them. Have one member of your team share a typical customer complaint. Having your team imagine what that time means to customers will help them understand its value. clean the litter box -- of a pet that isn’t your own. A sympathetic response to quicksand is telling the person that you’ll help them, then leaping into the quicksand and getting yourself stuck instead. This activity asks your customer service team to imagine they’re a customer trying to return a product or have a problem fixed. They realize there’s a learning curve on occasion. Maybe they selected the wrong size, or a product just wasn’t what they thought it would be. This exercise is to help your team identify the differences between empathetic, sympathetic, or apathetic responses. But, your customer service team does have control over how they respond to bad reviews. But research suggests empathy isn't the skill you're looking for.. Paul Bloom, Professor of psychology and cognitive science at Yale University, makes a case against empathy in his latest book. How did you feel about people who saw the other colors? How did you feel about people who saw the same colors as you? Empathy is the Key to Excellent Service. In return, we’re likely to be more empathetic towards them. There’s no better teacher than experience. And it turns out that resolving a complaint can be just as effective as preventing it in the first place. 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. 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. Role-playing happens when two or more people act out roles in a particular scenario. Make the Customer Feel Valued And, 66% of US consumers spend more when they feel loyal, 55% recommend brands when they feel loyal. On the other hand, customers with poor service experiences are likely to leave bad reviews. These ten simple exercises will boost empathy in your customer service team. Listen actively to discover underlying needs and emotional motivations; Often relegated to customer service and customer success departments, ‘active listening’ to find out why your customers use your product and what they really want to achieve is very important. When you’re trying to be empathetic, you need to consider the other person’s situation from their own perspective. Whether customers call about a problem or complaint, your job is to make them feel heard, respected and understood. One example is, “What happened then?”. For example: Did they have to wait on hold for 30 minutes? something went wrong try after sometime. Some people may even be able to see it both ways.Â. Empathy is a critical skill for relationship building on a personal and professional level. The catch is that people don’t feel empathy from a company. 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. This will help everyone better understand customer experiences. But the problem is empathy can be a difficult skill to teach. Plus, customers that feel valued are more likely to refer your business to their friends and family. But they still don’t enjoy taking time out of their schedules to go through the return process. Imagine for a moment … Have team members jot down as many ideas they can about what that time savings might look like to the average customer. Customers want to feel understood and heard, and this requires empathy. In customer service training circles, there’s a belief that you can't train for empathy. One is the customer, and one is the agent. Empathy is not really a kind of skill that takes too long to develop over time. Both of these sharing sessions can help boost your team’s empathy: Have a group session where you discuss some typical customer complaints. 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. . Customer empathy maps are super simple exercises that anyone can use to put themselves in their audience’s shoes and better understand their feelings, influences, tasks, pain points, and goals. Various trademarks held by their respective owners. Plus, customers that feel valued are more likely to refer your business to their friends and family. Whoever has the most tokens at the end wins a prize. So just one bad review can negatively impact your bottom line. But first, it’s important to understand why empathy is so critical for your business. You can team employees up in pairs and have them role play a customer service scenario – one can be a customer with a complaint or special request, and the other can be the employee, listening. If jargon is rampant in your company, introduce challenges for employees so they don’t use jargon frequently. 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. What’s often most frustrating is the time they need to take from their already-busy schedules to make a call, complain via social media, write an email or make an in-person visit in order to explain what happened. This could include waiting on the line at a contact centre, being passed around agents like a hot potato or failing to resolve our problem at all. This exercise is to help your team identify the differences between empathetic, sympathetic, or apathetic responses. One of the most significant skills related to empathy is active listening. Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. Empathy is being able to relate to the person’s situation and thinking about what could be helpful for them in their position. 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