EMPATHY IN CUSTOMER SERVICE

In this module, you’ll learn about empathy and what it means in the customer service field. You’ll learn how to develop empathy within customer service and about the advantages of being empathetic when dealing with customers. We’ll dig into the details of body language, tone, and active listening, as well as useful phrases you can put into practice straight away.

To build real empathy in customer service means not only listening to what a customer is saying in words, but also tuning into what they’re saying with their body language and tone. It also means tuning into what they aren’t saying.

There are many advantages to creating customer empathy, the most obvious being that it helps to prevent and resolve conflict. After all, it’s harder to be angry with someone you think has a good understanding of how you feel.

Show your customer that you understand they are feeling upset and frustrated and that you’d feel the same way.

We all have biases – some are conscious, some are unconscious. We all instinctively make judgements based on our biases. It can be hard to recognise this, so we all need to work to notice our biases, particularly when serving customers.