Empathy is the ability to sense other’s emotions. This skill is needed by customer service representatives. Empathy in customer service means being considerate to your customers; it is what separates good customer service from the best customer service!
“The customer is why we are here. If we take good care of them, they’ll give us good reason to come back.” – Jenny McKenzie –
For smooth business operations and other benefits, customer service agents are trained to show empathy towards their clients. When empathy is practised in business, the customer feels cared for and greatly appreciated.
Showing empathy doesn’t mean a customer service representative should always agree with all the client wants. Rather, it also means being able to say NO when necessary or take actions that a client may not like with much compassion as possible; such that it ends in a win-win situation.
How valuable is empathy in customer service?
Research has it that customers are willing to pay more for a pleasant experience. Your customers are open to numerous choices. To keep them loyal, you just have to provide them with exceptional customer services. Being empathetic towards clients is a very good business strategy that can increase revenue, prevent losses, enhance brand reputation etc.
Empathy in customer service makes good business sense. In fact, showing empathy to your customers is a competitive necessity that should be adopted by all organizations.
Have a great day. Stay safe!
Source: Peter Dorrington ”How does empathy influence customer service – what is working well.”