LL - Personal Empathy
Empathy in customer support starts with active listening to truly understand the customer's needs.
Conveying empathy isn't always easy—too much can feel like pity, and dispassionate responses can sound robotic.
Effective empathy statements show customers that you understand their concerns and are committed to resolving their issues.
Sometimes, empathy requires an apology, but it should be genuine:
Example: “I’m so sorry you had trouble reaching us by phone earlier! I’m glad you tried again so I can be the one to help.”
Example: “I’m sorry to learn you have an unexpected charge! Something like that is never supposed to happen, so I’m glad you called in so I could look into this and make it right!”
Example: “I’m sorry to hear that you haven't seen the results you expected. Let me help you troubleshoot the best options for you. How often do you take it?”
Not all situations require an apology. For less escalated cases:
Example: “I need to cancel my 3-bottle order for Radiant Boost, I’m going to have surgery soon and my doctor told me to stop taking supplements.”
“I hope everything goes smoothly with your surgery and that you have a swift recovery! I’m happy to help get this process started.”
Example: “Before I order anything, I want to make sure I know what your return policy is.”
“I’m very excited that you are interested in becoming our customer, and I think it’s wonderful you’re reaching out to ask. I know how scary it can be to shop online these days!”
We shouldn’t rush through interactions just to get customers off the phone; instead, use these moments to WOW them.
5 things I want you to keep in mind -
Tone
Use a positive tone and smile, which can make your voice sound upbeat and enthusiastic. You can also mirror the customer's tone and language, unless they're angry or impatient. Avoid negative words like "no" or "but", which can make the conversation more negative and make it harder for the customer to trust you.
Listen
Listen to the customer and show interest in them. You can validate their problem, summarize it, and ask questions to show that you're invested in the conversation.
Empathy
Show empathy and apologize when necessary. You can also try to understand the customer's perspective and respect what they say, even if you don't agree with them.
Honesty
Be honest with the customer, and if you can't answer a question, it's better to call them back later than make up an answer.
Solutions
Try to develop solutions that address the customer's needs, and adjust your actions based on the situation or the customer's needs.