This is How You Communicate Empathy to Customers

I have reached out to QVC over chat to check the status of a return I purchased an expensive video camera and then decided to return it because it wasn't exactly what I thought I'd thought it had been nearly two weeks since I shipped the returned and I hadn't received a credit back into my account this is the response I got from the QVC chat agent when I asked about the status of my return ms golden I'm so sorry the canon camcorder hasn't been processed as of yet I know you're anxious to have this completed the return processing time can take up to 17 days from the date and order is returned to QVC I hope your item is processed soon here's what I love about this I know you're anxious to have this completed because I was feeling just that anxious to get my credit the employee zeroed in on what I was feeling and she communicated that understanding back to me when you communicate your understanding to a customer you foster a sense of connection and that gives the customer a positive experience in this video I'll show you how to communicate your understanding to customers so that you convey empathy and foster a sense of connection you communicate your understanding to customers by putting yourself in their shoes and imagining what the situation must feel like for them and then by saying what feels natural I've done a lot of work with claims and departments for insurance companies my clients are always efficient in claims handling and quickly making payouts to customers but I discovered that some people struggle with how to communicate to customers that they could relate to the difficult time the customer was having after the death of a loved one I helped a group of employees in one company by giving them the tips I'm giving you I asked them if you were in their shoes what would you be feeling take that fear and just say what feels right to you together we came up with responses that could be used to communicate understanding of the customers very difficult time I know this must be frustrating for you I am sorry to learn of the death of your husband please accept my condolences for your loss we realize this is a difficult time and we want to make the claims process as easy as possible for you this is obviously a horrible time for you we decided to use phrases like these both over the phone and in letters to customers I encourage employees to customize their words so that they were real for them and genuine when your customer is clearly upset or frustrated you could communicate your understanding this way I realize you're upset I'd like to take a minute to talk about what I think happened and then answer any questions you might have I'm sorry you've had a frustrating time but I'm glad you call so that we can research this and determine what has happened I know this has been difficult for you rest assured I'm going to do all I can to resolve this for you to communicate your understanding to customers try to see the situation from the perspective of a customer and then just say what feels right

Channel: Myra Golden

Views: 134,661

Keywords: Empahty, Empathy for Contact Center, Empathy for Customer Service, Empathy eLearning, Empathy for Call Center Reps, How to Convey Empathy, Myra Golden, Empathy SCORM modules, Empathy for Insurance, Empathy for Medical Offices, Online Customer Service Training, Customer Service Online Training, Customer Service eLearning, Customer Service SCORM Modules, Cleveland Clinic Empathy

Id: 5m7JWiVCx7k

Length: 3min 51sec (231 seconds)

Published: Mon Dec 04 2017