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Why Empathy Statements can Improve the Overall Quality of Your Customer Service - SelectVoiceCom - ContactCenterWorld.com Blog

Why Empathy Statements can Improve the Overall Quality of Your Customer Service

Being an effective customer service professional requires an extensive skill set. Patience, product knowledge, communication skills — all these are key traits that give the quality of your customer service a big boost.

But above all else, a customer service professional needs to have empathy.

If that statement has prompted you to raise your eyebrow a bit, please take time to consider this one study made by Penn State University proving that people using web chat are happier talking with customer service if agents use emoticons when responding to questions.

What this tells you is that customers seek the human element even when talking to customer service professionals on the phone.

Believe it or not, customers are not expecting customer service professionals to resolve their issues 100% of the time. Most of them wouldn’t dare admit it, but that doesn’t make it less true.

On the other hand, customers expect empathy from call center agents every single time. Fail to deliver on that end, and callers are more likely to be upset.

Customers crave validation

Empathy statements like “I understand where you’re coming from,” for instance, can do so much in making customers feel that their feelings are validated.

If customers are feeling frustrated, it would be appropriate for agents to say something along the lines of “That would frustrate me too.”

Empathy shows customers you are more than eager to help

It makes a big difference when customers feel that they are understood. This puts agents in the perfect position to work with customers towards a resolution.

At this juncture, it’s best to say something along the lines of, “I’d be more than happy to help.” Letting the customer know that you are eager to help assurances him that the company will always have his back.

Saying ‘sorry’ works!

Offering an apology is also one great way to show empathy to customers. It’s also worth mentioning that apologies should be readily given even if the customer’s issue is not the company’s fault.

Saying sorry aligns the agent with the customer’s woes. In short, it puts them on the same page, in which case better understanding follows.

Besides, apologizing is a subtle invitation to customers to vent their frustrations. They may not show it, but they will appreciate the gesture.

Empathic listening fosters better communication

When the customer is speaking, the agent needs to pay close attention.

By giving customers their undivided attention, agents will make them understand that their issue is being addressed with a sense of urgency.

To top it off, empathic listening ensures that agents can understand the customer’s issue with perfect clarity, thus giving them a better perspective on how to deal with the problem.

Key Takeaway:

Empathy is a word that gets thrown around a lot especially in the call center industry. Be that as it may, it’s a skill most people think they have, but in actuality do not.

That said, it’s imperative for every business owner to prioritize empathy training in the workplace. By showing customers that you care, customers will always respond to your brand positively.

And that is good for business.

Source: https://selectvoicecom.com.au/why-empathy-statements-can-improve-the-overall-quality-of-your-customer-service/

Publish Date: January 24, 2018 5:00 AM


2021 Buyers Guide Knowledge Management

 
1.) 
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Combines knowledge management with call support as continue improvement.

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eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

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FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

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Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

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Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 



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