4 Things Customer Service Agents Can Do to Convey Empathy to Customers

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In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer’s place, Sense the Situation From the Customer’s Perspective, Discuss What’s Upsetting the Customer, and Coming Up with Ways to Fix the Problem

My daughter and I were in New York. We’d spent the day sight-seeing, and back at the hotel, my daughter’s iPhone showed all of her photos as blurry – not just the photos she’d taken that day, but every picture on her phone.

To my 17-year old daughter, a problem with photos and her phone camera is catastrophic. It would have been easy for me to dismiss this as, “There are bigger things in life for you to worry about.” And that was my real temptation. But I could see she was distraught over this.

Empathy is putting yourself in another person’s place. Sensing their situation, from their perspective. It’s also discussing the things that are upsetting to the person, maybe coming up with ideas to get them out of the situation they’re in.

So, instead of dismissing my daughter’s photo problem as no big deal (because to me, it wasn’t a big deal), I chose empathy. Continue reading “4 Things Customer Service Agents Can Do to Convey Empathy to Customers”

Here are 4 of the Video Clips I Show in My Empathy Workshops

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.