Throughout our customer service careers, there are times when we are not only dealing with a customer’s complaint or issue, but there are also times when we ourselves are customers and have an issue that must be dealt with. Working in customer service for years has given me a degree of empathy for those across the counter, dealing with complaints and the such. And there lies what I think is the key to great customer service: empathy.
Empathy is when we relate to a person’s emotional state. Empathy is when we put ourselves in their shoes, so to speak, and try to see things from their perspective. Empathy is understanding where someone is coming from. The reason is so critical to customer service is it gives us perspective—if you had the issue or complaint, how would you want it dealt with? How would you want it resolved? These questions can guide you through the process of dealing with customer complaints. Granted, it may not be much use in dealing with those “foaming at the mouth” customers, but a small degree of empathy can go a long way in enhancing the customer experience.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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