Call Center Empathy
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Call Center Empathy 101
One of the most overlooked areas of call center work is empathy. When a call center agent is working day after day, call after call the first casualty can be empathy. Yet it is the most important weapon that exists in the call center industry. Most call center agents want to do a good job, however too often the tools they need to succeed are left to the agent to find and develop.
If you work in a call center you know that the best callers are looking for help that you can provide. Those calls are an absolute pleasure to handle and you can only hope that the next one is not some upset customer. Well guess what? Ninety plus percent of your customers are doing just that.
They may not as eloquent as the customer that says, "I have a problem and I sure hope you can help me." They may call you and your company profane names but they are saying the same thing regardless of how they say it. I really need your help, please don't dismiss my problem as minor and not worth your time.
If you work in a call center you know that the best callers are looking for help that you can provide. Those calls are an absolute pleasure to handle and you can only hope that the next one is not some upset customer. Well guess what? Ninety plus percent of your customers are doing just that.
They may not as eloquent as the customer that says, "I have a problem and I sure hope you can help me." They may call you and your company profane names but they are saying the same thing regardless of how they say it. I really need your help, please don't dismiss my problem as minor and not worth your time.
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If you have ever held your breath when you have started your opening script than this is for you. you can react the same way that you have with the customer that actually starts with a polite request for help. It does not matter how they ask. If they ask by insulting you or your company, you will find a better customer on the other end by simply empathizing with them.
You don't have to agree with them or sympathize. You are not getting the most out of this short term relationship if you don't empathize. There are as many ways to empathize as there are people.
One mistake managers make is overlooking the wifm principle which stands for what's in it for me. They can always come up with reasons why it is a good idea to look at it from the company's perspective or the customer's. What they over look is why demonstrating empathy is in the best interest of the agent.
You don't have to agree with them or sympathize. You are not getting the most out of this short term relationship if you don't empathize. There are as many ways to empathize as there are people.
One mistake managers make is overlooking the wifm principle which stands for what's in it for me. They can always come up with reasons why it is a good idea to look at it from the company's perspective or the customer's. What they over look is why demonstrating empathy is in the best interest of the agent.
Customer Service Empathy and Its benefits
Empathy is what makes customer service a skill that can carry you to great things in your life and enrich it in ways you never dreamed possible.
To understand empathy we must understand what it isn't since most people don't have any idea what it is and it is one of the most misunderstood words in the english language. Some companies give credit for using empathy when they do their QA monitors or "ding" someone when they fail to use it.
Some companies even go so far as to require a statement of apology on every call. This is the epitome of absurd. Even if a customer calls in to compliment the previous agent they talked to, the agent taking this call must apoligize.
To understand empathy we must understand what it isn't since most people don't have any idea what it is and it is one of the most misunderstood words in the english language. Some companies give credit for using empathy when they do their QA monitors or "ding" someone when they fail to use it.
Some companies even go so far as to require a statement of apology on every call. This is the epitome of absurd. Even if a customer calls in to compliment the previous agent they talked to, the agent taking this call must apoligize.
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Here are a few of the options available to get more from your customer service experience as a provider. The best way to get more from customer service as provider is through empathy and thereby increasing your own satisfaction.
You will know when you have achieved this goal when your customers tell you. How you like an apology from every customer you have you has abused you? Empathy, properly used can do that. It won't be 100% of the time. It will be so close to 100% though that you will no longer be angry at the customers that don't, you will actually feel sorry for them, since the only people that won't are the really bitter people that are unpleasant most of the time.
You will know when you have achieved this goal when your customers tell you. How you like an apology from every customer you have you has abused you? Empathy, properly used can do that. It won't be 100% of the time. It will be so close to 100% though that you will no longer be angry at the customers that don't, you will actually feel sorry for them, since the only people that won't are the really bitter people that are unpleasant most of the time.
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Here are some other perspectives on customer service. It is my hope that you find them edifying and can use some of their ideas to increase your satisfaction in your customer interactions. Remember everyone that calls is asking for your help no matter how they ask or what their attitude. Different people react to stress differently.
Your job if you are going to be a good customer service rep is to empathize with them and get them the to become a partner with you,
Your job if you are going to be a good customer service rep is to empathize with them and get them the to become a partner with you,
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Reader Tell Us Your Views On Customer Service
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takingyouforwardinc
Oct 14, 2011 @ 1:37 am | delete
- Customer Service enhances operations giving customer satisfaction that will bring loyal customers.
Call Center Philippines
BPO Services
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leacharlton
Apr 30, 2009 @ 11:42 pm | delete
- Yes, the worse thing is to get irritation or exaggerated concern instead of just sincere empathy. Just really caring about your customer and his need are what resolve issues much more quickly. Good lens. Thank you.
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zyseosoftware
May 17, 2011 @ 3:35 am | delete
- agree, but mostly empathy with customers dont happen.
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