previous icon Back to blog
Apr 12, 2022
6 minutes read

Six Ways to Show More Empathy in Service Conversations

Customer Service has always been about (not surprisingly) the customer. Are tech, big data, AI, and automation changing this? No! It will always be about the customer. Even when you're automating a lot, you cannot forget the human touch. For customer service agents, empathy is one of the most important skills. We give you six tips to help your team have more empathic service conversations.

Let's start easy. What is empathy?

In short, empathy means understanding and reflecting the basic emotional needs of a customer.

As we know, while solid tech and good integrations will help us have the right info at hand to help solve a customer’s problem in one interaction whenever possible, customers also want their service to be friendly. AI chatbots are becoming smarter, and are even showing some empathy, but when conversations get emotional or very personal, people oftentimes prefer to talk to a human being.

manager visual

IDC predicts the relationship between businesses and customers will be built on empathy in the future. Conversations need to be human, whether you're talking to a human or a bot.

From beginning to end, empathy is at the core of a personal, friendly service experience.

The ability to put oneself in another person’s shoes is what it takes to persuade a customer to come back when the going gets tough. It’s what it takes to solve a complex problem well and reassure an unhappy customer. It’s also what it takes to successfully up and cross-sell, too.

So while empathy is a soft skill, it has hard value.

Let's discuss how you can have more empathic service conversations.

Six Ways to Show More Empathy in Service Conversations

These tips will help you become more conscious of the value of empathy, and begin incorporating it into more service conversations over time.

1. Listen Hard

Listening might seem like an easy thing to do, but it is a tough skill to master. It can be particularly challenging when interacting with an unhappy customer, when under time pressure, or even when you already think you have the answer and need to restrain yourself from jumping in.

Maintaining emotional distance is key. This avoids being pulled in by a customer’s stress or concerns but also helps appreciate the emotion and frustration behind what they’re saying.

Using positive phrases such as, “I see” “Yes” “Absolutely” “Sure” “OK” and “I hear you” throughout, will ensure that the customer understands you're listening. From a customer perspective, this is the most important thing of all. It will also help slowly defuse tension in the situation. By expressing empathy, your connection with your customer will deepen.

2. Be Mindful of Tone

With the massive explosion of both choices and channels over the past years, customers are often exhausted by the time they are ready to decide what to buy. They may have encountered a number of barriers and roadblocks before actually getting hold of a customer service agent to sort out a problem. Remember: first impressions count.

Very few customers will appreciate a massively ‘up’ energy or over-enthusiasm. All customers do, however, appreciate calm and confidence. There is nothing quite so reassuring from a customer perspective as the feeling that you are in the hands of an expert. 

Knowing this, taking a few deep breaths before entering a conversation will give you a moment to collect your thoughts, and it will help lower your voice too - making it clearer, calmer, and more authoritative.

3. Don't Make Excuses

Harry Selfridge of the well-known Selfridges department store in London once said:

“The customer is always right”

- Harry Selfridge

And that’s never more true than when an issue or complaint arises.

Generally speaking, customers want responses and solutions, no excuses. It's an agent's job to ‘make it right,’ no matter who is at fault, so responding with an excuse (whether valid or not) is likely to increase tensions rather than diffuse them.

Offering sympathetic statements is the right way to go here. Reassurances such as, “That’s not good,” and “I’m here to help solve this for you” will help convince a customer that you are on their side, which will help them trust you, and this will make a resolution that much easier.

4. Use the Language of Understanding

In Dale Carnegie’s famous book, How to Win Friends and Influence People, published way back in 1936, he encourages people to use this simple yet effective line: “If I were in your position, I would feel just as you do.” This immediately sends the message to the customer that you are human too - and that you understand.

Whether it is spoken or written, there are many ways to express empathy:

  • “Yes, I completely understand how frustrating that is”
  • “You’re right, I realize how difficult it is to...”
  • “Aha, it is confusing, yes”
  • “I’m glad you called today so that we can take care of this right away.”

Using these positively phrased sentences will help forge a connection with your customer. It will make it crystal clear that you empathize with their situation.

Remember that the definition of empathy is the ability to understand and share the feelings of others. Making it explicit is half the battle.

5. Make Customers Feel Unique

Writing on how to create a customer service culture, Shep Hyken tells the story of a successful surgeon friend.

While out playing golf, Hyken asks the surgeon if his work is boring. The doctor laughs and says, “All the surgeries are pretty much the same... But, what’s not the same are the patients. Each of them is different. They are all people and need to be treated as if they are the only patient I have.”

That’s ultimately what makes him so successful. Hyken’s friend is not only a good surgeon but also seen as a good person.

So remember, while this might have been the tenth time you’ve solved a particular issue that day, it is the one and (hopefully only) time for this specific customer.

The ability to continuously reboot yourself throughout the day and remind yourself that every customer is unique will help you keep empathy in focus. 

msc blog empathy

6. Remember You Are Unique

As humans, we are hardwired to connect. We are hardwired to help each other. And opposite to tech, we are masters of intuiting big signals from little input. 

For example, every day, in all manner of situations, we 'read between the lines’. We look for the subtext: the inner meaning of things. Our senses are always on alert to figure out when something is going the right way, or the wrong way - and figure out how to fix it.

However, we all have our own unique ways to connect with other people.

Some people have a wicked sense of humour. Others are incredibly fast at solving problems. And others have a natural bedside manner that everyone feels instantly comfortable with. 

By figuring out your own particular strength as a human being, you can bring this to bear on your service conversations too.

To be honest, all the best experiences I have ever had with a service rep were when I felt that I was talking with someone who really understood me. Someone with feelings and emotions, just like mine.

Was this article interesting?
Share it!
CM.com
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, CM.com makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Latest articles

blackfriday-2024-blog-featured-global
Oct 16, 2024 • Conversational AI

The art of simplicity: Helping your customers make quick decisions this Black Friday

Black Friday 2024 is just around the corner, bringing with it a great opportunity for retailers to maximise their sales. However, standing out in such a competitive event isn’t easy. Consumers expect attractive offers, fast deliveries, and top-notch customer support. In this article, we’ll show you how to simplify the purchasing process during Black Friday, optimising everything from promotions to logistics and 24/7 customer service. Discover the best strategies to ensure a seamless experience and increase customer loyalty. Don’t fall behind this Black Friday!

unlock-communication-excellence-with-cpaas
Jul 11, 2024 • CM.com

Unlock communication excellence with CPaaS

Diving deeper into CM.com's CPaaS approach is empowering business users to unlock Communication Excellence - a guest article by Quadrant Knowledge Solutions, a global advisory and consulting firm focused on helping clients in achieving business transformation goals with strategic business and growth advisory services.

engage-platform-effect-customer-service
May 10, 2024 • CM.com

Happy clients, happy agents: The "platform effect" in customer service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalised service - long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

blog-email-open-rates
Mar 27, 2024 • Conversational AI

Navigating AI Adoption in South Africa

In this ever evolving landscape, businesses that proactively invest in AI capabilities stand to gain a significant competitive edge in the years to come. By embracing AI as a strategic imperative and overcoming the hurdles to adoption, South African businesses can unlock new opportunities, drive innovation, and position themselves for success in the digital era.

Conversational AI Cloud web conversations blog woman chatting chatbot
Mar 11, 2024 • Chatbots

6 steps to MSP profitability with AI Chatbots

As the Managed Service Provider (MSP) landscape continues to evolve, staying ahead means embracing innovative solutions that not only enhance efficiency but also elevate customer service to new heights. Enter AI Chatbots from CM.com – a game-changing tool that can revolutionise how MSPs interact with clients. In this blog, we’ll provide you with a comprehensive roadmap consisting of six steps to boost profitability using AI Chatbots from CM.com.

Telco infographic blog calling lady customer journey
Jan 15, 2024 • Mobile Service Cloud

Why offering customer support by phone is essential

Contrary to what you may believe about the preferences of the younger generations, recent data indicates that the telephone remains the favoured method of customer support for 69% of consumers across various age groups, including Gen Z and millennials. Additionally, there has been a consistent upward trend in Google searches for "phone number customer service" in the US over the past five years. This demonstrates a sustained and growing reliance on phone-based customer service solutions, highlighting its enduring significance in the contemporary consumer landscape.

customerservice-channels-blogimage
Jan 15, 2024 • Mobile Service Cloud

What are the most effective customer service channels?

Today's diverse array of communication channels encourages customers to naturally gravitate towards their preferred social platforms and anticipate brands to be readily accessible across these channels. Rarely will customers go out of their way to switch between channels just to reach you; instead, they are likely to opt for a brand that not only provides the desired product but also ensures excellent customer service (on the channel they like most). How easily can your customers reach you via their preferred channel?

digitalizacion-administracion-publica-y-educacion
Jan 12, 2024 • Customer Experience

Experience Elevation: Customer engagement tech trends 2024

As we approach 2024, the ever-evolving landscape of technology continues to shape how customers connect, consume and communicate with businesses. Forrester even predicts customer experience (CX) will improve for the first time in three years, meaning 2024 will be a pivotal year for engagement with every touchpoint becoming a make-or-break opportunity in the customer journey.

whatsapp-business-girl-on-phone
Jan 12, 2024 • Mobile Service Cloud

WhatsApp Business: Making customer service enquiries simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? How can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with CM.com's Mobile Service Cloud.

Is this region a better fit for you?
Go
close icon