Itâs easy to use jargon without even realizing it. This activity asks your customer service team to imagine theyâre a customer trying to return a product or have a problem fixed. If you take a look at some of the spectacular customer service failures, you will see that they involve a (maddening) lack of empathy. Use the following empathy phrases and words to make a customer feel like a valued individual, rather than just another number in your queue. . If you could go back in time and avoid whatever steps it took, what would you do with those extra hours or minutes? Would you spend more time serving your own customers? After theyâve all had a chance to do this, gather them back together to discuss their experiences. Since itâs an emotional subject, it can be challenging to find hands-on learning activities, and you donât want training to feel too forced or heavy handed. You should make them exercise empathy instead of just talking about it. Ask them to describe the conversation they overheard, including: Since your employees arenât participating in the conversation, itâs a great chance for them to practice their listening and observation skills. Key words and phrases act like triggers to show that weâre listening and that we want to help. The use of leading and reflective questions can help support active listening. Last Thoughts: Empathy Exercises for Customer Service Empathy is a skill which is vital to customer service. And it turns out that resolving a complaint can be just as effective as preventing it in the first place. Sympathy is acknowledging the other personâs situation, but not considering it from their point of view, or considering how to help them. Of course, the phrases have to be used authentically with a customer, and not just to win the game! Hi Minter!! Incorporating words of urgency can convey that a customerâs inquiry or complaint is important to you. Customers want to feel understood and heard, and this requires empathy. This exercise is to help your team identify the differences between empathetic, sympathetic, or apathetic responses. Since itâs an emotional subject, it can be challenging to find hands-on learning activities, and you donât want training to feel too forced or heavy handed. They feel it from the individual people on the front line. Here are some examples conveying urgency and a sense of action: Committed Closes Have team members jot down as many ideas they can about what that time savings might look like to the average customer. Empathy may feel like a buzzword these days, but its power is real. is acknowledging the other personâs situation, but not considering it from their point of view, or considering how to help them. But, your customer service team does have control over how they respond to bad reviews. listen to someone run their fingernails along a blackboard? clean the litter box -- of a pet that isnât your own. Understanding someone elseâs point of view is an important component of showing empathy. Whether customers call about a problem or complaint, your job is to make them feel heard, respected and understood. The catch is that people donât feel empathy from a company. Thankfully, itâs a skill that can be learned and improved on with a little practice. 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. In a customer service context, though, this is about thinking about how much customers historically loathe dealing with troubleshooting. Empathy is the ability to “walk a mile in someone else’s shoes”. Depending on the situation, a service interaction may be as short as a few minutes or -- when you add up multiple engagements -- more than an hour. Now, have them imagine what they could do with the time lost if it hadnât been required for the return. Words Of Urgency Here are ten ways you can help your customer service team hone their empathy skills. Employee empathy has a direct effect on both customer satisfaction and customer loyalty. Bad customer reviews donât always have to do with your customer service, and sometimes theyâre beyond your control. The Landmark at One Market, Suite 300, San Francisco, CA 94105, United States, Discover thought leadership, tips, and resources to help manage, 5 Things Weâre Doing Now to Help Our Employees Navigate Work, How to Communicate With Customers During Times of Crisis. Customer Service Means… Duration: 20-30 minutes. Having your team imagine what that time means to customers will help them understand its value. This can also spill over into being more empathetic towards our customers. You can team employees up in pairs and have them role play a customer service scenario â one can be a customer with a complaint or special request, and the other can be the employee, listening. 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. something went wrong try after sometime. Long before âI feel youâ became a popular catchphrase in music and TV shows, some of the worldâs most successful organizations had recognized the power of empathy in customer service. Apathy is standing back, not caring, and leaving the person stuck in the quicksand. Through empathy each person can have a positive influence on how any conflict is understood and solved. PrivacyÂ |Â Responsible DisclosureÂ |Â TrustÂ |Â Contact, Â© Copyright 2019 Salesforce.com, inc.Â All rights reserved. And this extra level of care will lead to them being more empathetic. Show your customer service team a picture of âThe Dressâ and ask them what color it is: Chances are that the group will be split with some people in each camp. Of course, some organizations may have a policy against having agents use personal comparative examples, but as an exercise it can tap into their innate abilities to connect with those who turn to them for help. People with strong empathic abilities are better at establishing long-term customer relationships.Â But the problem is empathy can be a difficult skill to teach. So just one bad review can negatively impact your bottom line. rely on online reviews to help them make purchasing decisions. As you cultivate a more empathetic customer service team, customers will begin to realize you mean it when you say your company âcares.â And theyâll begin to reward that caring with more of their business. It shows your customer that their opinions and emotions are valid and respected, at a time when they may be experiencing high levels of frustration, and just want to be heard. Companies that use Service Cloud have learned how to turn data about various service interactions into a competitive advantage by shortening the time to resolve problems and even predicting what kind of issues will be brought forward next. If jargon is rampant in your company, introduce challenges for employees so they donât use jargon frequently. Imagine for a moment … Customer service representatives should utilize their empathetic skills to understand exactly what upsets customers when they call their customer service center and use that knowledge to their advantage. Again, putting themselves in the customerâs position, ask your team to rank their preferences along the following lines: âWould you rather call our customer service department, or . Salesforce.com, inc. Here are 18 empathy statements that can help build customer to agent rapport. Â Here are four examples: âIâll contact you as soon as we have an update.â, âPlease let me know if you have any further questions.â, âFeel free to reach out if you need anything else.â, how well the people communicated (did they appear to be listening, did they talk over each other, were they distracted, etc.). Not just that, it can also result in negative reviews that can easily go viral. This will help them practice some of the steps of active listening, including the following: Understanding someone elseâs point of view is an important component of showing empathy. is being able to relate to the personâs situation and thinking about what could be helpful for them in their position. Give each person a card, and have them play bingo with the statements on it. Empathy is the ability to “walk a mile in someone else’s shoes” — while sympathy is feeling the same feelings as the customer and agreeing with them. Doing this can help people open up to and consider other peopleâs perspectives. Have them imagine the whole process from the time the problem is first discovered until itâs resolved. Most people remember this â. Some people may even be able to see it both ways.Â. What is true 100% of the time, however, is that when a customer reaches out for service, she wants to be heard and feel like the person on the other end of the conversation truly understands what she’s going through. Empathy doesn’t typically get a lot of air time in customer service training manuals, but it’s a game changer and worth creating some customer service training exercises around. Start your regular meetings with a request that everyone share one good and one bad experience from their past week, both professionally and personally. Sometimes we may feel that a customerâs request sounds ridiculous, but itâs important to handle the situation in a professional and caring manner, no matter what the customer wants. Have another member try and think of a situation theyâve gone through that âsounds likeâ the one theyâve just heard. And this extra level of care will lead to them being more empathetic. The catch is that people donât feel empathy from a company. They show that you care and that youâre interested in knowing more. Because we all can afford to be a little more empathetic. This exercise is to help your team identify the differences between empathetic, sympathetic, or apathetic responses. 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. The words we use matter. But the problem is empathy can be a difficult skill to teach. Both of these sharing sessions can help boost your teamâs empathy: Have a group session where you discuss some typical customer complaints. In return, weâre likely to be more empathetic towards them. Rather, you can make a customer feel special by using one simple method: speak to your customers with empathy. Practicing empathy in interactions with clients elevates your customer service and helps ensure customers have a positive experience with your company. Ask the rest of the team to grade the performance on a five-point scale. Plus, customers that feel valued are more likely to refer your business to their friends and family. There’s no better teacher than experience. Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn't feel positive. Now, have them imagine what they could do with the time lost if it hadnât been required for the return. 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. Depending on the situation, a service interaction may be as short as a few minutes or -- when you add up multiple engagements -- more than an hour. It will reflect well on your organizationâs brand and, more importantly, elevate the experience on a customer-by-customer basis. , developing empathy in a customer, and have them imagine the process. Train for empathy complaint can be a difficult skill to teach for them in their position they get to it. Them offer more details about why it was so trying, and is essential to communication. Whoever has the most outrageous requests from the individual people on the front line -- of a conversation help! 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