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.
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.
I’m excited to be presenting a keynote at a repeat client’s State of the Union address in Boston today. My focus today is to help my client connect powerfully with their clients through the power of truly getting into the shoes of the other person. To reinforce the main ideas of my keynote, I am, as always, making my slide deck available for download. To get a copy of this exciting slide deck, click here.