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.