Empathy is the capacity to understand or feel what another person is experiencing from within their frame of reference, that is, the capacity to place oneself in another’s position.
Empathy is something we all need in our lives. When it comes to customer service, empathy creates a distinct relationship with the customer. We mentioned in the last tip, that without the customer there is no business. Therefore, we should always be striving to understand our customers and learn as much as we can about them.
Entrepreneur Gary Vaynerchuk places empathy on a pedestal for both leading a team and exhibiting excellent customer service. Specifically in regards to customer service, Gary believes if you endeavour to understand the customer, you can use that insight to provide value to both sides.
So with all that said, what are some things you can do to show empathy?
- Endeavour to listen! - always seek to understand what your customers want and how you can fulfil this.
- Always respect your customer - most research shows that showing a customer respect is just as important to a customer as actually fixing a problem.
- See the customer’s perspective - this might sound like a simple one, but it’s important we truly endeavour to put ourselves in the customer’s shoes. From this, you can offer a suitable solution or refer the customer to the best point of contact.
We can use empathy to connect on common ground with customers, opening the door to better communication and more positive outcomes for everyone involved.
If you missed yesterday’s tip, click here to read!