5 simple tips to cultivate EMPATHY in customer service

Empathy is the most important skill you need if you are in customer support because you will be talking to different kinds of customers from varied backgrounds every day Hi! I'm Riya from the Freshdesk Academy. Today we're going to talk about the ways in which you can cultivate and improve your empathy. Understand your biases Biases are the unfair split-second judgments we make based on a person's language, color, accent, religion, gender, and more. For example, if a tech issue is reported by an older customer as opposed to a younger customer We are more likely to see that as a user error rather than a real problem. A good exercise to get over your biases in support would be to ask yourself if you would react the same way if the customer was someone else. Read fiction Reading fiction is like seeing the world through someone else's eyes. It is a proven technique to increase empathy, especially in children. Some other similar activities that can help you put yourself in someone else's shoes are: watching fictional drama, volunteering, and meeting one new person every day. Maintain positivity Being empathetic to the first customer of the day is easy. But to treat the last customer the same way you treated the first customer, you need to remain positive and motivated. Observe yourself for a week and note down every time you feel a positive or a negative emotion and the reason behind it. This way you can avoid the things that demotivate you and do more of the things that make you happy. Understand your customer base When you don't understand where your customer is coming from it's easy to think that they are overreacting to a simple problem. It's hard to mask those thoughts and act as if you are empathetic. To cross that barrier you need to figure out who your customers are and what your product or service means to them The more you know about them the better you can bridge the gap and cultivate empathy. Teach Teaching requires patience and practice If you get the opportunity to teach about the product or service that you support to a new teammate, take it up immediately. You will be able to see what new customers struggle with and how each person understands things differently. This will make it easier for you to give the right kind of attention to every customer. An empathy filled interaction makes customers feel valued and happy even if they don't get their way. What are the ways in which you cultivate empathy? Let me know in the comments section. Thanks for watching! If you found this video useful, give us a thumbs up. Don't forget to subscribe to our channel and click on the bell icon to be notified whenever a new video is out. To watch more videos and download related resources, enroll in the Freshdesk Academy. You'll find the link in the description below. So until next time, happy supporting!

Channel: Academy Freshworks

Views: 20,189

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Id: g55HfoWXhMk

Length: 3min 7sec (187 seconds)

Published: Thu Mar 29 2018