E m p a t h y

ACKNOWLEDGE YOUR CUSTOMER

When your customer speaks, use words like "yes", "oh", "OK", "I see" and "go on",

periodically, to let him know that you are listening.

E M P A T H Y

Putting yourself in someone else’s

shoes

“Empathy statements PROVE to the person that you understand their

emotional state.....and are most effective when you demonstrate that you also

understand WHY the individual is upset....empathy statements do not involve AGREEING with the client, or

condoning his or her abusive behavior.  Empathy statements just convey that you

are interested and concerned, and that you understand.  Nothing more, and

nothing less.”

- Robert Bacal, Defusing Hostile Customers

Empathy

Main Entry: em·pa·thy Pronunciation: 'em-p&-thEFunction: noun

1 : the imaginative projection of a subjective state into an object so that the object appears to be infused with it

Important!

• Follow up the empathy statement to show your sincerity.

• Our customers are very important. Make them feel that.

• Treat your customers the way you want to be treated.

SYMPATHIZE OR EMPATHIZE

• Be sympathetic or empathize if you've been in the same situation as your customer.

Examples:"I'm sorry that you lost all your email.""I was just as upset as you are when I

lost all my email."

ENCOURAGE AND REASSURE

• Encourage your customer throughout the call. Reassure your customer when he has concerns.

Examples:"You're doing great!""Your settings will not be affected by

these troubleshooting steps."

It's not sympathy…

Empathy and sympathy are very close and are sometimes used as synonyms. The easiest way to separate them is to remember that empathy is about feelings while sympathy is about actions.

Empathy Statements

• If a customer says:"I love the service. I use it all the time.” <provided that customer is not sarcastic>

Say:• "Thank you. I'm glad to hear

that."• "That's good to know!"

• If a customer says:

"You're scamming me!""You're stealing my money!""Your service sucks!”

Say :• "I'm sorry that you feel that way."

• If a customer says:"I just recently lost my job and I can't

afford the service anymore.""My husband/wife just died and I want

to cancel the account.“

Say :"I'm sorry to hear that."

• If a customer says:"I can't use the service. It's been three days.""I'm losing business because of you.""I've been transferred from one department to

another!“

Say:• "I apologize for the inconvenience."• "I know how frustrating this is and I

apologize."

RESPOND TO YOUR CUSTOMER'S QUESTIONS

• If your customer asks you a question, respond. If you don't know the answer, you still need to respond. Our customers should never have to ask: "Are you there?“

Example:• "I don't know the answer to that question.

Would you like me to look up that information for you?"

BE POLITE

• Use "please" and "thank you", periodically, throughout the call.

• Use "we" words to promote a friendly, teamwork atmosphere

SET REALISTIC EXPECTATIONS

• Support Boundaries -- Let your customer know that you may not be able to resolve issues that are caused by anything which is outside of your support boundaries.

Example:• "If a virus is causing this behavior, I may

not be able to help you resolve the issue. You may have to contact your antivirus manufacturer for instructions to remove the virus."

• Hold Times -- Tell your customer why you need to put him on hold and the length of time, in minutes, that he may be holding. A short hold, a brief hold and some time are not realistic time expectations“

Example:"I need to look up information about

this error message. May I put you on hold for about 5 minutes while I check my resources?"

• Dead Air -- If you need to read case notes, look up information, read an article or do anything else without putting your customer on hold, let your customer know what you need to do, how long it will take and ask for permission to do it.

Example:"May I take 2 or 3 minutes to read the

case notes?"

ASK FOR PERMISSION• Ask for permission to put your

customer hold in a professional manner. "I need a few minutes, OK?" is not a professional way to ask for permission.

Example:"May I put you on hold for about 2

minutes while I check my resources?"

THANK YOUR CUSTOMER• Always thank your customer for

holding the line or for waiting for you.

Examples:"Thank you for holding.""I've finished reading the case

notes. Thank you for waiting.”

Power Words

Absolutely!

Great!

Wonderful!

That’s good to hear!

Empathy Statements

I’m sorry to hear that…

I’m sorry you feel that way…

I understand how frustrating this is...

I see where you’re coming from…

I apologize for the inconvenience…

Listener Feedback

I see.

Alright.

Ok.

I understand.

Your TONE is very important.

BE SINCERE…MEAN WHAT YOU SAY…SMILE…

When your guest is disappointed.

• Offer your apology “I’m sorry …” • Offer your solution “for you …” • Ask their permission to help.

When your guest won’t let you help.

• Take it as a challenge. • Ask for the chance to prove

yourself.

When it’s not about business.

• Stay pleasant and professional. • Make a short statement, then

back to business • If they persist? (Smile) “I consider

that personal."

When you can’t say yes.

• Never say “no” • Always try. “Let me see

what I can do.” • Always give them options.

When your guest feels wronged.

• Let them talk without interruption. • Use all of the above.