Customer Service: Empathy Unit 2

What are some phrases that can be used to make the conversation personal?

"I", "you", "we" or "our"

List the reasons great customer service is important:

Answers could include: improves customer satisfaction, encourages repeat customers and customer loyalty, increases customer referrals, creates a competitive advantage, increases revenue and sales, and builds stronger customer relationships.

What are some ways you can listen actively to a customer?

Be fully engaged in the conversation. Don't be trying to perform other tasks. Pay attention to the customers words, tone of voice, and body language, facial expressions, and make regular eye contact.

How can you demonstrate that you know how someone else feels?

By admitting that you would probably feel that way too.

What do you look at on a person's face to help determine their emotions?

Facial expressions

Why is it important to use as much information as possible to determine emotions?

Facial expressions, body language, tone of voice, and word choice may not always match.

Does expressing empathy mean the customer receives the exact outcome they wanted?

No. It means the customer feels understood and that you were willing to try to meet his or her needs.

How should you handle a problem if you do not have an immediate solution?

Reassure the customer that you will find a solution.

__________________ is a very important part of being empathetic.

Recognizing emotions

What three things can you do to be pleasant with a customer?

Remain calm, positive, and polite.

What is one example of when a person's words may not match the rest of their behavior?

Sarcasm.

Why should you acknowledge a customer's feelings?

So they can move forward. Failing to acknowledge their issues and feelings can create a barrier to the solution.

What is empathy?

The ability to understand someone else's feelings.

How does someone's body help you determine emotions?

Their posture and gestures.

What characteristic of a caller's voice help you determine their emotional state?

Tone of voice.

How do you express empathy?

You communicate that you understand someone else's situation.