One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers.
Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern, and compassion.
Achieving empathy in the customer experience is a bit like walking a tightrope. Too much empathy can result in longer talk times and inappropriate sharing between customer service representatives and clients. Not enough understanding and reps can sound cold and uncaring.
You have to find the right balance in empathy. Or else you fall off the rope, and the customer experience is negatively impacted.
I asked my client how she saw appropriate empathy in her company. And here’s what she said.
Last night I had the privilege of being the keynote speaker at the Atlanta Consumers’ Choice Awards event. I met some amazing people who are responsible for driving the customer experience for such companies as Mercedes-Benz, Atlanta Special Events, and so many more.
This night was so great for me, because I love sitting with smart business owners who are passionate about achieving growth based solely on their customer experience strategy. I could have networked all night at this event! Well, I did actually.
For the benefit of my wonderful audience and for you, my blog readers, I am posting my slide deck from my keynote for the Atlanta Consumers’ Choice Awards. Enjoy. Learn. Share.
I’m really excited about delivering my full day Empathy workshop to a fantastic client in Montreal on Monday. I have been preparing for this event for months, and I cannot wait to share my insights and enthusiasm with a group of 70 new hires.
For the benefit of my audience and as a perk for you, I am sharing the videos I’ll be featuring in the empathy training. I use videos to both teach a particular message and to add further engagement during the training.
During and after live customer service training workshops people always ask me for the links to my videos, so I’m being proactive and sharing them now. 🙂
“Put Yourself In Their Shoes”
This is a powerful video that truly gets participants to feel for another person. After this video, I divide participants into small groups, and they debrief the video by discussing 4 questions that I hand out. Powerful, powerful video learning experience.
Patients: “Afraid and Vulnerable”
This video helps me to get employees to recognize the impact of their words, body language and attitude on customers – be they patients, guests, etc. After we watch this video, I facilitate a discussion on how vulnerable, afraid, or confused customers can be and how we can put them at ease by being patient, fully present, engaging, caring and compassionate. I really love this video as a training tool
Sympathy versus Empathy
I use this short video to clarify the difference between sympathy and empathy, and I emphasize that in customer service, we are focusing on empathy, not sympathy. This video always gets smiles and laughs, while quickly clarifying the difference between empathy and sympathy.
Brené Brown on Empathy
In this animated video, Dr. Brené Brown reminds us that we can only create a genuine empathic connection if we are brave enough to really get in touch with our own fragilities.
I hope you enjoy these videos and that you might even find a way to use them in your own training. Now, time for me to do a complete run-through of this training so I can be perfect for my client in Montreal. 🙂
Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.
How to Talk to Customers: Empathy, Tone and Making Personal Emotional Connections On Demand Webinar Training
This new video contains a step-by-step approach to speaking with customers with a friendly tone, empathy and concern.
Your people will lean the secrets for making personal emotional connection over the phone, personalizing email and chat, and how to convey empathy and concern.
How to Talk to Customers: Empathy, Tone and Making Personal Emotional
The biggest problem with the customer experience in most companies is how employees talk to customers. All too often, employees come across as indifferent, cold, uncaring, rushed or rude. This employee “attitude problem” can be the tipping point that sends customers to the competition. This attitude problem is what drives customers to tweet and blog about a poor customer experience. The great news is, with the right training, monitoring and coaching, employees can learn how to soften tones, truly convey empathy, make customers feel taken care of and even make memorable personal emotional connections with customers.
Watch 15-minutes of How to Talk to Customers
In this extended training event, Myra shows your employees, step-by-step, how to talk to your customers. $299.
One of the skills we practice in my onsite customer service workshops is how to acknowledge customer concern. That is, how to make the customer feel heard, respected and understood when they voice a problem or complaint. Here are some of the exact phrases I share in my training sessions: