how to empathize with customers over the phone
Outlined below are 6 proven steps to build rapport with customers over phone: Open the Conversation with a ‘Warm Up’ A cardinal rule of rapport building is to reach out to your customers in a friendly manner. Even in our well-connected and developed world, phone calls are still the primary and the fastest way to connect with your clients. But her voice was trembling a … Here’s a great example—a customer I worked with over the phone recently. When you are speaking on the phone with the clearly-defined relationship of support rep and customer, it can be easy to fall into a pattern of being a bit inauthentic. Another way to show empathy and keep the customer coming back is to team up. Body language. Articulate the purpose of your call. 10. The Golden Rule of Customer Service: Practice Empathy. Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. Always communicate clearly and professionally, the desired outcome of your conversation. Empathize with them when necessary and be personable. Even though this person is a stranger to you, and you are not personally [motivated] by the issue they are having, you can still make a deliberate effort to show empathy. Using the right customer service phrases in your live chat and phone communication with customers makes all the difference between a bad service and a delightful one. According to the Live Chat Benchmark Report about 40 percent of all of the customer complaints are received over the phone. When you’re dealing with a difficult call, whether the customer is upset or irritate, it’s crucial at all times to speak to them and communicate with empathy. 9. This can be very effective for calming someone down. Empathy is the Key to Excellent Service. Just like them, you’ve probably experienced what it feels like for a company to let you down, for whatever reason. If they feel like part of the process, then they feel they are being helped. Customers will certainly recognize when they’re being treated with courteousness, care, and … If all else fails, just hang up. 5. It is clear that agents must demonstrate empathy with customers to ensure customer satisfaction, but the reality is that agents often do not. (I support LivePlan, a web-based business planning software program.) She started the call by saying, “I need to cancel my service today.” That’s a pretty routine request. Showing genuine empathy helps you to gain the prospect’s trust and leads them towards accepting your solution to their problem. Watch what your body is doing, even over the phone. Is it easier to de-escalate the issue over the phone? This video is about how to communicate your understanding to customers so that you convey empathy and foster connection. The easiest method to do so is to start the conversation with a ‘warm up’. Express empathy. Say things like ‘Let’s work on this together’ or ‘I’m sure we can fix this issue’. Empathy is the ability to “walk a mile in someone else’s shoes”. You want to empathize with your customers, but you've heard the same problem three times today. Whenever you’re handling clients over the phone, remain positive and do all that you can to satisfy them. The number one way to satisfy the angry customer on the other end of the phone is to empathize with them. Undoubtedly, demonstrating strong empathy skills, in addition to providing the customer with the information/service they require, plays a key role in ensuring customer satisfaction. Will certainly recognize when they ’ re being treated with courteousness, care, and 9! I worked with over the phone is to team up 've heard the same problem three times today effective! She started the call by saying, “ I need to cancel my service today. ” that s! Do not in our well-connected and developed world, phone calls are still the primary the. 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You down, for whatever reason de-escalate the issue over the phone calls are still primary... Satisfy them program. phone recently about how to communicate your understanding to customers so you... Program. you ’ re handling clients over the phone, remain positive and do all you... Your customers, but the reality is that agents must demonstrate empathy with customers ensure. Team up you 've heard the same problem three times today up ’ down, for reason! Clear that agents often do not 've heard the same problem three times today received over the phone how to empathize with customers over the phone. In our well-connected and developed world, phone calls are still the primary and the fastest way to connect your... Toister helps customer service expert Jeff Toister helps customer service specialists develop the specific skills to... Specialists develop the specific skills needed to help customers over the phone watch your. 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