20 Damn Good Ways to Express Empathy to a Customer

Nurse Treating Teenage Girl Suffering With Depression

When I hear an excellent, and genuine, expression of empathy from a company, I make a note of it. I’ll tell Siri to capture what I heard, or I’ll just type it out. I catalog ridiculously good empathy statements so that I can share them when I’m helping my clients with compassion.

In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy expressions I’ve heard (and felt) to inspire them to come up with their own empathic responses. Let’s make believe you’re with me now, in a training session. I share with you 20 of the best empathic expressions I’ve heard. Here they are: Continue reading “20 Damn Good Ways to Express Empathy to a Customer”

Here’s a Training Activity for Empathy In Customer Service

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I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy, print off this exercise and facilitate a short discussion with your team.

Continue reading “Here’s a Training Activity for Empathy In Customer Service”

7 Things You Can Say to Demonstrate Empathy to Customers

How to Express Empathy

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.

Continue reading “7 Things You Can Say to Demonstrate Empathy to Customers”

The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

Smiling Telephone Operator

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.

Continue reading “The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy”

Special Video Training for Customer Service Representatives – How to talk to customers: Empathy and Tone

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 

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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.

Download How to Talk to Customers Now

Myra’s Slide Deck from Provider State of the Union Address

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.

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Related: 

How I Build a Keynote Presentation

What a Myra Golden Training is Like

Ways I Engage My Audiences

Never Be Boring: 5 Ways to Never Be Boring as a Keynote Speaker

Are you a corporate trainer who is looking for customer service training to deliver to your team?