Despite your best efforts, there’s just no way to leave every single customer satisfied all the time. When that happens, it is not unlikely that you will get a call about it.
It can be tempting to rush into those types of calls with a “fix it” attitude. Which makes sense, as your goal should be to resolve the issue during the first call from your customer. However, while that attitude may help find the right solutions, it might leave your customers feeling criticized, confused, and unhappy despite a positive resolution.
That is why your customer service agents should be trained on how to balance the “fix it” attitude with an important skill: empathy. Yes, we called empathy a skill. That is because it can be taught to your agents, and with practice it can become a powerful tool for your employees.
With empathy on your side, your team may be able to see improved customer relationships, and increased loyalty. They may also notice more willingness to compromise, and an increase in successful call resolutions.
Better customer service leads to improved retention rates
Your agents will be better able to understand your customers’ needs
Your callers may reveal valuable information that they wouldn’t have if they weren’t made comfortable talking to your team
These are just some of the ways you can get started improving empathy in customer service. Ask your team where they feel they are struggling to get a better picture of methods your team should start using.
Having an empathetic approach to customer service can improve the customer service experience for both your callers and your employees. Make sure you are giving your team the tools they need to support them, especially if you are handling the majority of your customer service over the phone. With Yodel, you’re able to take advantage of our robust set of features to empower your team to excel in customer service. Get started with a free trial today and see why thousands of companies trust Yodel for their business phone communication.