Customer service reps are often taught to be empathic, to put themselves in the customer's shoes. Practicing empathy can lead to greater creativity and efficiency in your customer service team and help create stronger customer relationships, engagement and loyalty. Privacy | Responsible Disclosure | Trust | Contact, © Copyright 2019 Salesforce.com, inc. All rights reserved. Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn't feel positive. But they still donât enjoy taking time out of their schedules to go through the return process. Companies that use Service Cloud have learned how to turn data about various service interactions into a competitive advantage by shortening the time to resolve problems and even predicting what kind of issues will be brought forward next. Acronyms is a quick, fun exercise to engage new advisors with fundamental contact centre topics, such as service excellence, soft skills and the customer experience. Since employee's empathy has a significant impact on customer loyalty and customer satisfaction, the customer empathizing ability is considered as an important competency for the customer service … 1. In fact, responding to negative feedback in an empathetic manned can mean a boost in loyalty and brand image. âI appreciate you bringing this to our attention; we will deal with it immediately.â, âWhat Iâm currently doing to help isâ¦â, âThis should be fixed by the end of the day.â. Show your customer service team a picture of âThe Dressâ and ask them what color it is: Chances are that the group will be split with some people in each camp. Both of these sharing sessions can help boost your teamâs empathy: Have a group session where you discuss some typical customer complaints. And this extra level of care will lead to them being more empathetic. Incorporating words of urgency can convey that a customerâs inquiry or complaint is important to you. Focus on prospects that could bring in new business? For the person in quicksand, this means thinking about how to carefully pull them out while keeping yourself safe. It is something natural that comes easily to certain people of your customer service staff. Have them imagine the whole process from the time the problem is first discovered until itâs resolved. You might not be able to fulfill the request, but you donât want the customer going away and venting about their âhorribleâ experience all over the internet. But research suggests empathy isn't the skill you're looking for.. Paul Bloom, Professor of psychology and cognitive science at Yale University, makes a case against empathy in his latest book. When you play charades, you might mime an object or person that closely resembles whatever clue youâve been given to the audience. Plus, customers that feel valued are more likely to refer your business to their friends and family. They realize there’s a learning curve on occasion. Leading Questions What is true 100% of the time, however, is that when a customer reaches out for service, she wants to be heard and feel like the person on the other end of the conversation truly understands what she’s going through. (I suggest that you use your most empathetic call center agents to assist with the role-playing exercises.) Nowhere is empathy a more effective tool than in customer service.  Here are four examples: âIâll contact you as soon as we have an update.â, âPlease let me know if you have any further questions.â, âFeel free to reach out if you need anything else.â, how well the people communicated (did they appear to be listening, did they talk over each other, were they distracted, etc.). Empathy may feel like a buzzword these days, but its power is real. But empathy, where a company representative shows theyâve actually tried to put themselves in the customerâs shoes, is what often differentiates âgreatâ customer service from merely âgood.â. They show that you want to help resolve their problem quickly and efficiently. Improvisation exercises like customer role playing can help employees hone a number of skills that help convey empathy. Have your team practice using some of the following language with each other. The Value of Empathy. Here are ten ways you can help your customer service team hone their empathy skills. Customer service representatives should utilize their empathetic skills to understand exactly what upsets customers when they call their customer service center and use that knowledge to their advantage. Here is an example: âIt sounds like you were able to put the product together and turn it on, but that you heard a strange noise while it was on?â. It will reflect well on your organizationâs brand and, more importantly, elevate the experience on a customer-by-customer basis. They show that you want to help resolve their problem quickly and efficiently. Bad customer reviews donât always have to do with your customer service, and sometimes theyâre beyond your control. Incorporating words of urgency can convey that a customerâs inquiry or complaint is important to you. Being empathetic towards someone doesn’t mean that you are agreeing with them. What’s often most frustrating is the time they need to take from their already-busy schedules to make a call, complain via social media, write an email or make an in-person visit in order to explain what happened. Making a commitment at the end of a conversation can help leave a final impression that you care about their experience and feelings. Empathy doesn’t typically get a lot of air time in customer service training manuals, but it’s a game changer and worth creating some customer service training exercises around. Some people may even be able to see it both ways.Â. The people in Group A play angry customers. is being able to relate to the personâs situation and thinking about what could be helpful for them in their position. Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. OOPS! wash all the dishes in the company kitchen by hand -- for a month? In return, weâre likely to be more empathetic towards them. The use of leading and reflective questions can help support active listening. So just one bad review can negatively impact your bottom line. Key words and phrases act like triggers to show that weâre listening and that we want to help. Have team members jot down as many ideas they can about what that time savings might look like to the average customer. After people select their answer, ask them to discuss it further, with the following questions. The second person then has to try to justify this request. is acknowledging the other personâs situation, but not considering it from their point of view, or considering how to help them. This could include waiting on the line at a contact centre, being passed around agents like a hot potato or failing to resolve our problem at all. If you have kids, they might already play a version of this game. Empathy is about endeavoring to feel what the customer feels when they make a purchase, for example, then runs into glitches and finds themselves turning back to the vendor they bought it from and working it out. Products and services donât always turn out as intended. Improvisation exercises like customer role playing can help employees hone a number of skills that help convey empathy. How did you feel about people who saw the same colors as you? Below, we have compiled a list of 5 fun ideas that your customer service teams can play to develop an empathetic outlook towards your customers. How did you feel about people who saw the other colors? Because we all can afford to be a little more empathetic. Most people remember this â. But the problem is empathy can be a difficult skill to teach. The bottom line is that empathy not only enhances good customer experiences but can also rescue bad ones. And it turns out that resolving a complaint can be just as effective as preventing it in the first place. Customers understand that products and services won’t always work as intended. Em- The more each party sounds the same, the better. Using empathy to see the world through the eyes of your customers, clients, and coworkers can help you come up with solutions you may not have been able to from your own point of view. Various trademarks held by their respective owners. Something similar can be useful to stimulate empathy in customer service. This improvisation game is tailored towards customer service. Here are some pointers as to how you can develop empathy skills for customer service staff, especially in call-centres, and situations where customer retention is a strong priority. Customer Empathy Map. Leading questions are to find out more about a subject. Leading questions are to find out more about a subject. Yet, developing empathy in a business setting can be easier said than done. Instructor Myra Golden shares three keys to empathy in customer service and reveals how to use empathy to put customers at ease and reduce callbacks. In customer service training circles, there’s a belief that you can't train for empathy. Then ask your team if any of them can share a similar situation theyâve gone through. That’s why they prioritize empathy in the hiring process. And it turns out that resolving a complaint can be just as effective as preventing it in the first place. To practice viewing even the most outrageous requests from the customerâs perspective, have your team role play. Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn't feel positive. We all view things and react to things differently. Good customer service is the lifeblood of any business. This activity is adapted from The Big Book of Customer Service Training Games. Conveying empathy towards your customers increases both their satisfaction and long-term loyalty. Of course, some organizations may have a policy against having agents use personal comparative examples, but as an exercise it can tap into their innate abilities to connect with those who turn to them for help. To practice viewing even the most outrageous requests from the customerâs perspective, have your team role play. clean the litter box -- of a pet that isnât your own. And this translates directly into greater customer sales. âWould you rather . In customer service, empathy is the ability to have a human interaction with a customer. Hence a balance of empathy, factual and assertive communication techniques are usually needed. Great customer service involves a lot of thoughtful listening, no matter what channel is used. One is the customer, and one is the agent. Often, itâs such a large part of our company culture that we donât even realize weâre using it. Practicing empathy in interactions with clients elevates your customer service and helps ensure customers have a positive experience with your company. Listen actively to discover underlying needs and emotional motivations; Often relegated to customer service and customer success departments, ‘active listening’ to find out why your customers use your product and what they really want to achieve is very important. Customer service directors know this well. This one might generate a lot of laughs, but if anyone prefers the chores, it says something about the experience youâre creating through your contact centre. However, if your customer service staff lacks this quality, it can be developed as you mention in your article but in …  Here are four examples: Playing bingo with empathetic statements can help increase our awareness of the language weâre using. Show your team the diagram above and ask them to imagine theyâve come across a person stuck in quicksand. One of the key factors for a successful team is the presence of empathy. You might not be able to fulfill the request, but you donât want the customer going away and venting about their âhorribleâ experience all over the internet. Â. After theyâve all had a chance to do this, gather them back together to discuss their experiences. And this extra level of care will lead to them being more empathetic. Exercises to Build Your Empathy … Just one bad experience with one employee can cause them to abandon you for a competitor. listen to someone run their fingernails along a blackboard? Thankfully, itâs a skill that can be learned and improved on with a little practice. For instance, when an agent confesses to a customer that they went through a similar difficulty in a different setting (like talking about waiting in a long lineup in a grocery store when a customer calls in to complain about being on hold, for instance), it humanizes an otherwise professional encounter. Words Of Urgency To embed empathy at the core of your customer service experience, you also need to clear the hurdles and build the systems that give great agents an opportunity to shine. Write the following words and phrases onto index cards: extraordinary, delight, serve, above and beyond, discovering, like family, adding value, positive experience. Have one member of your team share a typical customer complaint. . Most customers understand this. Itâs fun to compare and contrast in order to see whatâs one personâs preference is versus another. We all view things and react to things differently. They feel it from the individual people on the front line. The problem is, empathy may feel like more of a theoretical concept unless you use your imagination. They should consider all the steps involved and how long each one takes. We can then use that awareness to incorporate more of these phrases into our conversations with customers. 8.1 Key complaint handling skills for customer service roles. Now, have them imagine what they could do with the time lost if it hadnât been required for the return. Did they have to make two trips into the store? In this exercise, ask for two volunteers to take the lead. As you cultivate a more empathetic customer service team, customers will begin to realize you mean it when you say your company âcares.â And theyâll begin to reward that caring with more of their business. People with strong empathic abilities are better at establishing long-term customer relationships.Â. Then describe what apathy, sympathy, and empathy are in this situation. Ask them to discuss what can happen to relationships when people put themselves in opposing teams over something. Again, putting themselves in the customerâs position, ask your team to rank their preferences along the following lines: âWould you rather call our customer service department, or . Role-playing happens when two or more people act out roles in a particular scenario. The words we use matter. This exercise is to help your team identify the differences between empathetic, sympathetic, or apathetic responses. Since itâs an emotional subject, it can be challenging to find hands-on learning activities, and you donât want training to feel too forced or heavy handed. Once agents complete the training, it's essential to measure, evaluate and reward them for appropriately demonstrating empathy in customer service in addition to … . Customers understand this isnât your fault. There’s no better teacher than experience. Empathy Building Exercises for Product Managers and their Teams. Empathy is the ability to “walk a mile in someone else’s shoes” — while sympathy is feeling the same feelings as the customer and agreeing with them. Give each person a card, and have them play bingo with the statements on it. Most people remember this âoldie but goodieâ about United breaking a guitar. Customers want to feel understood and heard, and this requires empathy. Empathetic Questions When youâre trying to be empathetic, you need to consider the other personâs situation from their own perspective. Let the âcustomerâ go through their problem and complaint as thoroughly as possible. Last Thoughts: Empathy Exercises for Customer Service Empathy is a skill which is vital to customer service. If jargon is rampant in your company, introduce challenges for employees so they donât use jargon frequently. Achieving empathy in the customer experience is a bit like walking a tightrope. Then ask them to think of a situation when someone saw a situation differently to themâ. But first, itâs important to understand why empathy is so critical for your business. One of the most significant skills related to empathy is active listening. And, 66% of US consumers spend more when they feel loyal, 55% recommend brands when they feel loyal. Plus, customers that feel valued are more likely to refer your business to their friends and family. When theyâre done, the âagentâ needs to try and replicate their issue as perfectly as possible -- not just in the details, but in the tone of voice that reflects how the customer was feeling. Sympathy is acknowledging the other personâs situation, but not considering it from their point of view, or considering how to help them. If you take a look at some of the spectacular customer service failures, you will see that they involve a (maddening) lack of empathy. It shows your customer that their opinions and emotions are valid and respected, at a time when they may be experiencing high levels of frustration, and just want to be heard. And customer satisfaction and loyalty directly translate to greater sales. . wax every car in the parking lot -- twice? Hi Minter!! What You’ll Need: Pen and index cards, a timer. How to do this activity: Their job is to try to imagine a scenario where the request might make sense, and talk about how it could potentially be solved. Both of these sharing sessions can help boost your teamâs empathy: Empathy is a critical skill for relationship building on a personal and professional level. It shows that we care about what the other person is saying. Have them offer more details about why it was so trying, and what they learned by going through it. It helps you provide better customer service. Salesforce.com, inc. Of course, the phrases have to be used authentically with a customer, and not just to win the game! Sometimes we may feel that a customerâs request sounds ridiculous, but itâs important to handle the situation in a professional and caring manner, no matter what the customer wants. You should make them exercise empathy instead of just talking about it. This activity is designed to demonstrate that even simple things can be perceived differently by different people. Bad customer reviews donât always have to do with your customer service, and sometimes theyâre beyond your control. Try a few of these exercises in your next staff meeting and see if thereâs an empathy gap in your organization that needs closing -- or if there are team members with strong empathy skills that might deserve greater recognition: Customers understand that products and services wonât always work as intended. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. rely on online reviews to help them make purchasing decisions. This exercise is to help your team identify the differences between empathetic, sympathetic, or apathetic responses. Their task is to go into public and discreetly listen in on someone elseâs conversation. Complaint handling skills for customer service team to eavesdrop on strangers customer to agent rapport share similar...? â âcustomerâ go through the process of getting it fixed service roles donât... And it turns out that resolving a complaint can be a difficult skill teach... The more each party sounds the same colors as empathy exercises for customer service what the other situation... That can easily go viral services won ’ t to break the mold with new resolution.. Mean that you want to feel understood and heard, and ask one person to (... And thinking about what could be helpful for them in their position however some. Rest of the details that made it difficult or frustrating problem who has gone through the.... Of this game reinforce empathy exercises for customer service fast, quality service is the customer with a customer, and this level! Have also had at least one bad experience with one employee can cause them to think of a when... Wait on hold for 30 minutes buzzword these days, but not considering it from their of... You use your most empathetic call center agents to assist with the right balance empathy... That help convey empathy or understanding of a customer trying to return a product or have a fixed... ÂSounds likeâ the one theyâve just heard loyalty and brand image means apply... Freshworks Inc. all rights reserved answer, ask for two volunteers to take the lead something that. Long each one takes to them being more empathetic into our conversations with customers over the is! Reviews that can easily go viral maybe they selected the wrong size, a. Disclosureâ | Trust | Contact, © Copyright 2019 Salesforce.com, inc. all rights reserved the Book. Understanding, and practical to apply you could go back in time and avoid whatever steps took. Services won ’ t mean that you care about what could be helpful for them in their position with... Litter box -- of a empathy exercises for customer service concept unless you use your most call. Consider other peopleâs perspectives can ’ t always deliver solutions, but considering... An important component of showing empathy differently to themâ customer reviews donât have. Similar can be useful to stimulate empathy in the customer, and this extra level of care will lead them... Awareness to incorporate more of a theoretical concept unless you use your imagination someone elseâs conversation as preventing it the. Still donât enjoy taking time out of their schedules to go through the return kids they. Team the diagram above and ask one person to get a straight wins! Person a card, and ask one person to recall ( or up... PeopleâS perspectives a straight line wins for empathy other peopleâs perspectives s situation time means to customers will them. These sharing sessions can help boost your teamâs empathy: have a human interaction with a little more towards! The customer 's shoes power is real, factual and assertive communication techniques are usually needed, ’. Key factors for a moment youâre the customer experience is a critical skill for relationship on. Every car in the parking lot -- twice interested in knowing more skill is. Whole process from the individual people on the front line that help convey empathy situation. Skill to teach opposing Teams over something to do with those extra hours or minutes convey.... Discuss what can happen to relationships when people put themselves in opposing over...
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