What is empathetic service?

In customer service, empathy means that you are able to connect with and affirm a customer’s feelings, even if you are unable to resolve the problem. Providing empathy in customer service means that you allow the customer to feel heard by acknowledging their feelings.

How do you use empathy in customer service?

How to show empathy in customer support

1. Read and listen carefully.
2. Repeat and confirm.
3. Use meaningful key phrases.
4. Let them vent.
5. Stay positive and be patient.
6. Always be respectful.
7. Let the customer feel cared for.

Why is empathy important in customer service?

Quite simply, empathy is the best way for you to show your customers that you really care. And while it’s not always possible for customer service representatives to solve a customer’s problem, showing empathy helps customers to feel that their concerns matter. It reinforces that they are valued by your company.

Why is empathy important in workplace?

Empathy allows us to feel safe with our failures because we won’t simply be blamed for them. It encourages leaders to understand the root cause behind poor performance. Being empathetic allows leaders to help struggling employees improve and excel.

What is empathy and sympathy in customer service?

Sympathy doesn’t communicate to a customer that you understand WHY they feel the way they feel – it only allows you to communicate that you understand their problem. On the other hand, empathy communicates that you understand the customer’s problem and that you can relate it to something you yourself have experienced.

What are examples of empathy?

Signs of empathy

• You listen intently to what others have to say.
• You can usually tell when someone is feeling sad, anxious, angry, or just off.
• You often absorb other people’s emotions and end up feeling how others are feeling.
• You try to figure out how other people are feeling.
• Other people come to you for advice.

What is empathetic communication in customer service?

Empathetic communication in customer service makes the customer feel like you understand their problem as well as feelings. What is empathy? “Empathy is the ability to share someone else’s feelings or experiences by imagining what it would be like to be in that person’s situation.”

What is compassionate empathy and why is it important in business?

“Empathy is the ability to share someone else’s feelings or experiences by imagining what it would be like to be in that person’s situation.” This type of empathy is one that actually moves us to take an action. Having compassionate empathy can change the direction of communication, especially when dealing with really frustrated, upset customers.

What is the difference between emotional and cognitive empathy?

Emotional empathy is when we are not only able to understand the feelings of the other person but also can relate to them. It’s basically when you try to connect to the similar feeling that you’ve experienced. Cognitive empathy is when you can recognize the feelings of others.