In Customer Service, Patience is Indeed a Virtue

“Patience is a virtue.” It’s a phrase we’ve all heard many times, both in and out of the customer service arena. Within the realm of the customer service experience, it is extremely important to be patient, even if the customer is grating on your last nerve. Patience is needed to help foster a culture of respect—if you are able to maintain a calm and cool demeanor while handling a customer issue or complaint, it can go a long way to helping diffuse a situation. There’s a great way to help keep your patience, and it is a word that comes up here quite often: empathy.

Empathy is understanding another person’s emotional state, and understanding where they’re coming from. It essentially means putting yourself in their shoes. If a customer comes to you with a complaint, try it, and see what happens. Look at it from their perspective, and you may find yourself in a better position to help. And if you understand exactly why the customer is upset, and display genuine empathy, you will be able to maintain patience and calm.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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Develop interactive decision trees for troubleshooting, cold calling scripts, medical appointments, or process automation. Enhance sales performance and customer retention across your call centers. Lower costs with customer self-service.

Interactive Decision Tree