What are some examples of empathy in customer service?

What are some examples of empathy in customer service?

Empathy in customer service involves understanding and addressing customer feelings. For example, if a customer is upset about a delayed order, a representative might say, 'I understand how frustrating this must be for you, and I'm here to help resolve it.'

Can you give me more specific scenarios?

Sure! One scenario could be a customer calling about a defective product. The agent might say, 'I’m really sorry to hear that your product isn’t working as expected. Let’s get this sorted out for you right away.'

What if a customer is angry?

In that case, the agent could acknowledge the anger by saying, 'I can see that you’re really upset, and I want to help you. Can you tell me more about what happened?'

How can companies train their staff to be more empathetic?

Companies can conduct role-playing exercises, provide empathy training workshops, and encourage active listening to enhance staff empathy.