There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is communicate your understanding.
When your customer is upset, or frustrated, you could communicate your understanding this way:
“I realize you’re upset. I’d like to take a minute to talk about what I think happened, and then answer any questions you might have.”
“I know this must be frustrating for you.”
“I’m sorry you’ve had a frustrating time, but I’m glad you called so that we can research this and determine what has happened.”
I came up with this response for one of my insurance clients:
“I am sorry to learn of the death of your husband. Please accept my condolences for your loss. We realize this is a difficult time, and we want to make the claims process as easy as possible for you.”
“This is obviously a horrible time for you.”
“I know this has been difficult for you. Rest assured, I’m going to do all I can to resolve this for you.”
“I realize you’re anxious to see your refund processed.”
To communicate your understanding to customers, try to see the situation from the perspective of the customer, and then just say what feels right.
In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers.
Share this video with your employees, and they’ll instantly be better at conveying empathy. If you like this video, take a closer look at my Customer Service eLearning courses. Your employees can take the training right on our website, or we can give you the modules in SCORM format if you have your own LMS.