Want to Improve Your Customer Service? Practice Empath
It takes a lot for a customer to pick up the phone and call a company’s customer service department. It not only takes time out of their day, but most do it with the trepidation that nothing will be done about their problem, so they’re starting the process out in a frustrated position. But, still they try. They call in with the hope that someone will listen to them and help them with their problem.
This is why empathy plays such a significant role in the most successful Charlotte NC answering services. When your call center operators listen with empathetic ears, they can make a huge difference in how your company is regarded by its customers.
What is Empathy, Really?
Empathy is defined as “the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner.” Essentially, being empathetic is being able to put yourself into someone else’s shoes.
But, the problem with empathy is that it isn’t something that comes natural to a lot of people. While some a born with it, others have to really work hard at it. A good thing for the latter; empathy is a skill that can be learned and mastered with enough practice.
How to Hone Your Empathy Skills
When an irate caller is on the line, it can be easy to mentally disconnect yourself from the call to the point that you’re just going through the motions just to get the caller off the line. But, rather than take this approach, you can use such an incident as empathetic practice. In other words, instead of disconnecting from the caller, try implementing the following four actions into your conversation:
#1: Really Listen to What the Caller is Saying – The customer is calling you for a reason. They are frustrated, unhappy, or have another concern. Shut off the noise in your mind and really focus on what the person is saying. Don’t try to figure out a solution while the caller is still venting. Slow down and listen.
#2: Put Yourself in the Caller’s Shoes – Remember the last time you called in to a company’s customer service line? How were you treated? Think about how you felt and then treat the caller how you wanted to be treated when you were the one on the other end of the line.
#3: Apologize and Then Move to a Resolution – The caller wants to speak with someone who will acknowledge their concern and every caller’s concern should be treated as legitimate regardless of whether they are right or wrong. So, after the caller voices their problem, apologize for their poor experience and then start working on a way to solve their issue. This will show the caller that you understand their concern and that you have a personal interest in helping them. This alone will do wonders for your company’s reputation.
#4: Follow Up With Customers When Possible – One of the best techniques for showing customers that you truly care about their satisfaction is following up with them after they have their issues resolved. When doing so, always ask if there is anything else you can do for them. This level of empathy builds excellent brand reputation and loyal customers.
CallNET’s Charlotte NC Answering Services Specialize in Empathetic Customer Service
For more than 24 years, CallNET has been revolutionizing how off-site call centers operate. We specialize in providing state-of-the-art Charlotte NC answering services that are designed to improve customer relations through the use of empathy and industry-specific skillsets. We offer a comprehensive suite of innovative call center services that can help maximize any business’s potential.
At CallNET, our success is driven by our highly qualified agents and the latest in answering service technology. Our agents undergo continual training so they remain at the top of their fields. This enables our operators to deliver the most dependable, efficient, and empathetic customer service available.
To learn more about CallNET’s exclusive “best rate guarantee” or to start your own free trial, call us today at 1-800-395-2612.
This is why empathy plays such a significant role in the most successful Charlotte NC answering services. When your call center operators listen with empathetic ears, they can make a huge difference in how your company is regarded by its customers.
What is Empathy, Really?
Empathy is defined as “the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner.” Essentially, being empathetic is being able to put yourself into someone else’s shoes.
But, the problem with empathy is that it isn’t something that comes natural to a lot of people. While some a born with it, others have to really work hard at it. A good thing for the latter; empathy is a skill that can be learned and mastered with enough practice.
How to Hone Your Empathy Skills
When an irate caller is on the line, it can be easy to mentally disconnect yourself from the call to the point that you’re just going through the motions just to get the caller off the line. But, rather than take this approach, you can use such an incident as empathetic practice. In other words, instead of disconnecting from the caller, try implementing the following four actions into your conversation:
#1: Really Listen to What the Caller is Saying – The customer is calling you for a reason. They are frustrated, unhappy, or have another concern. Shut off the noise in your mind and really focus on what the person is saying. Don’t try to figure out a solution while the caller is still venting. Slow down and listen.
#2: Put Yourself in the Caller’s Shoes – Remember the last time you called in to a company’s customer service line? How were you treated? Think about how you felt and then treat the caller how you wanted to be treated when you were the one on the other end of the line.
#3: Apologize and Then Move to a Resolution – The caller wants to speak with someone who will acknowledge their concern and every caller’s concern should be treated as legitimate regardless of whether they are right or wrong. So, after the caller voices their problem, apologize for their poor experience and then start working on a way to solve their issue. This will show the caller that you understand their concern and that you have a personal interest in helping them. This alone will do wonders for your company’s reputation.
#4: Follow Up With Customers When Possible – One of the best techniques for showing customers that you truly care about their satisfaction is following up with them after they have their issues resolved. When doing so, always ask if there is anything else you can do for them. This level of empathy builds excellent brand reputation and loyal customers.
CallNET’s Charlotte NC Answering Services Specialize in Empathetic Customer Service
For more than 24 years, CallNET has been revolutionizing how off-site call centers operate. We specialize in providing state-of-the-art Charlotte NC answering services that are designed to improve customer relations through the use of empathy and industry-specific skillsets. We offer a comprehensive suite of innovative call center services that can help maximize any business’s potential.
At CallNET, our success is driven by our highly qualified agents and the latest in answering service technology. Our agents undergo continual training so they remain at the top of their fields. This enables our operators to deliver the most dependable, efficient, and empathetic customer service available.
To learn more about CallNET’s exclusive “best rate guarantee” or to start your own free trial, call us today at 1-800-395-2612.
