Showing empathy starts with understanding your customer's situation and putting yourself in their shoes. The more you can feel what they are going through, the easier it will be to write a reply instead of just giving advice from afar without any personal involvement whatsoever.
In this blog post, we'll give you some tips on how to show empathy through your writing. We'll also discuss the importance of empathy in customer service and why it's so important to make your customers feel heard.
1. Understand your customer's perspective
If you're in the customer service industry, you've heard the old adage "The customers are always right". Well, at least their perspective is. It's the customer service agent's role to understand where the customer is coming from and to help them see things from the company's perspective. This can be a challenge, but it's important to remember that the customer is always human, even when they're angry or upset. By keeping this in mind, it's easier to approach the conversation with empathy and understanding.
It's also important to remember that the customer may not be familiar with all the ins and outs of the company's policies and procedures. They may not know what options are available to them, or how to go about getting what they need. The agent's job is to walk them through those steps and help them find
2. Use "I" statements to show that you're listening
A great way to show empathy when writing to a customer is by using "I" statements. This immediately shows that you're taking ownership of the problem and that you're on the customer's side. It also shapes the conversation in a way that's conducive to finding a resolution. The customer feels heard, and you can more easily identify the next steps. Most importantly, it sets the tone for a productive conversation that will result in a satisfied customer.
Other phrases to avoid include "you" statements, which can come across as accusatory, and "we" statements, which deflect responsibility. Instead, own the problem and show that you're committed to solving it. The customer will appreciate your efforts, and you're more likely to find a mutually beneficial resolution.
3. Avoid using jargon or technical terms
When you're communicating with a customer, it's important to use language that they will understand. Avoid using jargon or technical terms that they may not be familiar with. Instead, explain things in simple, straightforward language. This will help to build rapport and ensure that your message is received loud and clear.
It's also important to avoid using generalizations or making assumptions about what the customer knows. Remember, you're trying to put yourself in their shoes and see things from their perspective. By taking the time to truly understand their needs, you can provide the best possible service.
4. Offer a solution as quickly as possible and politely apologize
If you work in customer service, then you know that dealing with complaints is just part of the job. But that doesn't mean it's always easy. In fact, handling customer complaints can be one of the most challenging parts of the job. It can be difficult to keep a positive attitude when dealing with customers who are unhappy with a product or service. But there are some things you can do to make it a bit easier. First, if a customer has a complaint, try to address it quickly. The sooner you can resolve the issue, the better. And second, always be polite when you're speaking with a customer, especially when apologizing to them for a bad experience.
This will show them that you are committed to providing a good experience and that you understand their frustration. It is also of crucial importance to always be professional and respectful, even if the customer is not. By following these tips, you can write with empathy in the customer service industry and provide a positive experience for your customers.
5. Be patient and understanding
I recognize it can be easy to get frustrated when dealing with customers, especially if they are angry or upset. However, it's important to remember that everyone has a different communication style and some people simply need more time to express themselves. By remaining patient and understanding, you'll show that you're truly invested in helping the customer and resolving their issue. This will go a long way in building rapport and establishing trust.
Additionally, take care to avoid sounding judgmental or impatient. Instead, let the customer know that you're here to help them in any way possible. With empathy and understanding, you'll be able to build strong relationships with your customers and provide exceptional service.
6. Thank customers for their feedback
This may seem like a no-brainer, but you'd be surprised how often it's overlooked. This simple act of appreciation can go a long way to calm customers down as it implies that you're listening, you're understanding their frustrations, and you're willing to help. It also shows that you value their opinion and that you're willing to take their feedback seriously.
By taking the time to say thank you, you're sending a clear message that you care about your customers and their experience with your company. As a result, you're likely to see an increase in customer loyalty and satisfaction. So, next time you receive feedback from a customer, don't forget to say thank you. It could make all the difference!
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We get it! Sometimes customers can be a handful. They may not know what they want, or they might be asking for something that’s impossible - but never forget: if we work in the customer service industry and provide these services to people who pay our bills (which also includes YOU), then this should help improve how we communicate with everyone better and so much more quickly than expected ;)
If you're looking for a team that puts the customer first, set up a free demo with us today by clicking here. We would be happy to chat with you about how we can help improve your customer's satisfaction levels. After decades of practice, we've made an art form of showing empathy to your customers.
Thanks for reading and catch you on the next post!