Customer empathy power is an important skill for those working in customer service. They must be able to understand the feelings of incoming customers and treat them with care. This certainly doesn’t mean they have to agree with everything the customer says. They just need to understand their feelings, their truth and their perspective. Did you know that the top 10 most empathetic companies grow their finances twice as much as the lowest ranked companies according to HBR’s 2016 Empathy Index? After this review, it shows that good customer empathy is important. They need to be able to talk to different customers with different customers, such as angry and outraged customers, while representing the company in a good and positive way.
Customer empathy power aims to maintain a human interaction with the customer that can be built on. This is because greater compassion and understanding of the customer leads to stronger financial performance, customer loyalty, satisfaction and significant innovation. These all seem great, but your customer service needs to follow some guidelines to get them. We list the top 5 tips that you can follow.
Observe, Interview, Engage
Take a researcher’s approach and observe the client. What does the client want, feel and say? After this, start probing them with questions about their opinions, feelings, and what they are thinking. Listen to them and try to put yourself in their shoes. How do you feel then? You should learn to anticipate how they feel, and try to meet their needs, imagine their physical and emotional experiences related to the company. After this, you’ll also be able to fine-tune your product or service to better meet the customers’ needs in the future.
Reviews And Customer Empathy Power
Many customers use review sites to express their feelings about companies. Some of these reviews are good, and others are bad. In order to have a good review rating for your business, you should try to look at the reviews and learn from them. These can and will usually give you more insight into how the customers think and feel about your company. On most sites, you’re able to respond to the review and maybe help them with their problem.
Design An Empathy Map
This map is designed to look at your customers’ emotions and takes their experiences into account with four categories. This helps you understand the customer and lets you know what’s going on inside their minds and hearts.
You need to know the relationship you have with your customer in order to complete the map. This would also act as a guide when you have talked to the customer and observed, interviewed and interacted with them like the first step. Able to distinguish between the client’s feelings and thoughts and the other stages of this map.
Positive And Understandable Content
Many customers get angry or agitated when something doesn’t go their way. In such situations, you need to be ready to say the right things to calm them down and not make them angrier. Phrases like “I’m sorry you’re facing this problem” or “Our team is trying our best to solve your problem” will help the customer and reassure him that you are thinking about his problem and helping him. You should always confirm to the customer that you will help them. No matter what, always stay friendly. But try your best to find a genuine one. Don’t overdo it because the customer can notice this and it’s not good.
Customer Empathy Power Preferences And Differences
Very often people have preferences. We try to hide this, some don’t and that’s okay. But sometimes these biases can affect how you treat other customers. Depending on age, gender and race, you may treat someone differently than another customer. If you have a bias, it is often very obvious to the consumer and you should try to avoid this problem at all costs. Improve your customer empathy with these five easy steps. Pay attention to how you treat your customers and they will treat you the same way. There is always room for improvement with customer empathy power.