Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Empathy: A Vital Quality for Customer Service Agents - Call Center Pros (Dominican Republic) - ContactCenterWorld.com Blog

Empathy: A Vital Quality for Customer Service Agents

You can be surprised for all the times you use the word empathy… How did that word get into our vocabulary? This is due to the world of Customer Relations, but also in the HR world and, more broadly, in the managerial literature. Everyone uses it.

But, what is the definition of empathy?

Empathy is the ability to feel an appropriate emotion in response to that expressed by others, while clearly distinguishing between oneself and others and being able to regulate one’s own emotional responses.

We must not confuse empathy with “emotional contagion”, which is the fact of experiencing the same emotional state as another person without keeping the distance between oneself and others. The typical example is the crisis of laughter or, in a less pleasant register, collective panic movements.


Sponsor message - content continues below this message

the 2023 '18th annual' Global Top Ranking Performer Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Many consumers complain that customer service agents do not make enough effort to understand their demands and do not take enough account of their feelings (anger, dissatisfaction). On the other hand, when agents apologize and recognize that a problem really exists, customer satisfaction increases significantly.

A recent study confirms this… Consumers who use an instant customer relationship channel such as chat are more satisfied with their customer experience if agents use emoticons and respond quickly to questions. Those who use emoticons are perceived as more compassionate.

This study concludes that empathy and responsiveness are necessary conditions for successful interactions between customer service agents and consumers.

Why is empathy so important for customer service agents?

Empathy allows us to show/make others feel that we understand them without allowing us to be “contaminate” by their emotions. Not being contaminated preserves our ability to act to help others. This is obvious in painful situations: if someone hurts badly in front of us, we are undeniably more useful to him if we go to seek help, than if we collapse in tears by his side… And when we act, we put our own emotions at a distance, so that we are less affected our self and even more able to act.

From this point of view, it is not very difficult to understand why empathy is one of the most sought-after qualities by companies in the customer service agents, knowing that not all individuals have the same empathy abilities. Those who are naturally empathic have a double advantage: they are more appreciated by clients because they give them the impression of being understood; they are more resistant to pressure because they are more oriented towards “action” and “solution” and do not allow themselves to be “affected” by the situation of the clients.

In fact, we could say the same thing about all the professions where one is confronted with people in situations of suffering or distress. These professionals are forced to “shield themselves” against their emotions to keep up the momentum. Hence the impression that they can sometimes give to lack sensitivity and to take refuge in a “cold professionalism”. It is their experience that protects them by allowing them to better assess the emotions of the other.

While we consider empathy as an essential quality in the relational professions, and therefore in the Customer Relationship, we tend to think that it is an innate quality. Although scientists confirm that we are not equal in this area, they also show that the context and the social-environmental factors count a lot in the development or on the contrary the inhibition of empathy.

Many companies do not really promote the development of this quality in individuals. Here, 3 major inhibitors of empathy:

  1. Processes centered on the company and not on the customers.

The biggest thing of the companies is to impose on the customers’ rules and logic that they cannot understand because they are first put in place for internal reasons of rationalization. How can an agent empathize with a client if they are forced to comply with “rational” rules from a business perspective, but which fundamentally do not consider the customer experience? Of course, it takes rules and processes! However, it should not avoid the possibility of expressing themselves both on the client’s side and on the adviser’s side.

 

  1. A narrow vision of responsibilities.

If a highly empathic agent will be better able than others to resolve complicated situations with high emotional content, he or she must be provided with leeway and means of action - for example, the freedom to compensate a client without referring to his or her hierarchy, or to investigate internally to find out why the situation arrived at this point of blockage. Without this freedom of action (which must obviously be defined), the most emphatic agent will soon lose his personal tranquility before solving the client’s problem and, instead of blossoming, his empathy will eventually wither.

 

  1. Modesty and emotional ignorance.

By considering companies as rational machines populated by rational individuals serving other rational individuals, one would almost forget that human relations are above all emotional. If not, would we spend so much energy and dollars to incorporate an emotional dimension into conversational robots?

Today, emotions are heavily used in advertising and marketing, but as soon as we talk about making room for them in the business, the game is closed: you do not think about it! We will not consider the “moods” of customers and employees! Well, we think exactly the opposite! And we are convinced that the more we know about the functioning of the brain and emotions, the more we will go towards an emotional and empathic management.

The importance of being more empathetic.

Empathy plays a central role in delivering a quality customer experience. Face to face or over the phone, it is easier to show empathy because certain physical expressions or certain signals like a change of intonation do not deceive.

However, more and more interactions are now done through digital channels, and trying to understand how to pass emotions is more complicated.

Here are three ways to show empathy:

  1. Play on immediacy.

An interactive channel like chat allows agents to respond almost in real time to their customers. Unlike email that requires a precise and concise answer, chat has the advantage that it allows to clarify the concern encountered, in the same way that would be done over the phone or in a face-to-face conversation. These complementary elements will make it possible to bring a personalized answer, based on their precise needs.

 

  1. Use emoticons.

Emoticons are an interesting way to show empathy towards the customer. At the same time, trying to use a language like that used by the client will reinforce this proximity.

But beware, this requires training agents: it will not apply to all customers. If young people are already familiar with the use of emoticons, older audiences will certainly be less comfortable with that. In any case, it is important not to use language that is too formal or too familiar, but to show that the client’s complaint is taken seriously.

 

  1. Use linguistics.

Language technology, based on the scientific study of language, can help agents understand the emotional context of customer demands in real time. It analyzes the incoming interactions automatically (e-mails or tweets, for example), prioritizes them according to the tone used or keywords, and communicates them to the agent best trained to answer this type of request, by suggesting answers to him relevant. This technology makes it possible to respond in an immediate and ultra-personalized way.

 

To end…

When you sincerely feel empathy with your clients, you convey a sense of attention and understanding. In customer service circles there is a quote that says: “They do not care how much you know until they know how much you care.”

When a client believes that you really care about their situation or problem, no matter how many times you’ve heard it before, you’re on the way to creating a satisfied customer.

Source: https://callcenterpros.com/empathy-a-vital-quality-for-customer-service-agents/

Publish Date: October 8, 2018


2023 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 



View more from Call Center Pros (Dominican Republic)

Recent Blog Posts:
How to Provide A Superior Customer Serving During the Holidays?December 17, 2018
The 6 Top Qualities of a Successful Sales RepresentativeDecember 10, 2018
The 5 Phrases Customers Hate and Love to HearDecember 3, 2018
Building Customer Loyalty: The Most Important Thing for Your BusinessNovember 26, 2018
Upset Customers: 4 Tips to Calm and Keep CalmNovember 19, 2018
The Individualization of the Customer ExperienceNovember 12, 2018
Business Process Outsourcing: An Important Development LeverOctober 29, 2018
How to Say No to A Customer: Difficult but IndispensableOctober 22, 2018
Virtual Assistants: What Are the Advantages for Companies?October 15, 2018
Empathy: A Vital Quality for Customer Service AgentsOctober 8, 2018

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...
 480 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =