However, make sure you draw a line in the sand and do not get emotionally involved either.Ĭustomers are bombarded with brand messages, which does not make it easy to nurture customer relationships. Those who show empathy will find themselves building stronger relationships with customers, and it often has a positive effect on the team in general as it fosters a culture of care, understanding and support. What is the customer’s problem? How would I feel if this happened to me, and what would I expect from customer services? They want to feel CS understand them, and to do that, we often have to be in the customer’s mindset ourselves. This does not mean we need to become our customer’s therapist, but it allows us to see the situation from their perspective, and adjust our behaviour and response accordingly. Being empathetic allows us to put ourselves in the customers’ shoes and understand their position.
In my opinion, empathy is the greatest soft skill an agent can bring into their day-to-day. Effective communication is critical in CS, and this framework ensures the interaction is mutually beneficial.Įmpathy is important, but what does it mean? When clarity is reached, and the customer is fully confident and in control, it also gives the agent confidence to proceed with a minimal risk that the customer will not be satisfied by the interaction. Pausing and asking customers if anything needs to be explained again, or playing back what you have understood them to need goes a long way to ensure there is clarity. The problem is that they will not necessarily say it, unless they are asked to. If a caller sounds hesitant or too quiet, they usually are not fully confident, or don’t feel in control, which is a bad outcome. Many agents assume too quickly callers are clear on an issue and the options to resolve it, and move on. Essentially, when there is Clarity on the situations, customers and agents have the Confidence to proceed, and feel they are in Control of the situation. Talking to my teams about customer interactions, I encourage them to keep the 3Cs in mind: Clarity, Confidence and Control. The 3Cs: the trifecta for a good customer interaction I’m sharing some of my learnings here, hoping it will help more people become customer champions.
I have always strived for my teams to share this passion for making the customer experience more special, helping them manage and grow their soft and hard skills, and overcome their challenges. CS teams have a pivotal role for companies at a time when customers value effective and positive communications, listening and problem-solving. The satisfaction of helping customers out, and having a real influence on the reputation and growth of organisations I worked for, is what kept me in this industry for the past 20 years. Working in customer services can be a wonderful experience.
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In this guest article, Jasmine Gray (pictured) of Aircall delves into what it takes to form great customer relationships, how to understand and use empathy to your advantage, and be creative in your approach to customer interactions and engagement.
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