How about when you are calling regarding a complaint and the customer service rep is very task-focused and asks questions on a script without any emotion and seemingly without empathy? In healthcare, have you ever experienced medical professionals who were just wonderful, but others who were task-focused only and not very compassionate? Do you get frustrated with automation questions and responses on the phone rather than speaking to a live person? Have you had these similar experiences?
Sometimes we become so focused on the task we have to accomplish and the result we want, that we forget to make a human connection with our customer (co-worker, team member, etc) first. This is an important skill to have in almost any business or profession.
Here are a few examples where I have helped many of my client’s staff be more empathetic:
- In senior living, assisting someone with their personal care first before completing the task.
- At a bank, when someone is getting emotional about their money versus following banking policies.
- On a call with someone who must fill out difficult paperwork and help them through it.
- In any situation, when someone initiates conversation or mentions they’re having a bad day.
- In healthcare, when a patient is in pain or scared.
Can you think of others? I am sure you can. So, what does it mean to build a human connection?
First, it means to actually CARE about the other human being. The goal is to try and be 100% present, observe and acknowledge what’s presently going on with them. Are they scared? Frustrated? Emotional? Even happy?
Make a comment about what’s going on before jumping into the task. For instance, the insurance agent could say, “Mr. Formica, how awful to be in a car accident. That must have been so scary. How are you feeling? Are you okay?”
In healthcare, the clerk at the patient registration desk could simply say, “I understand this is such a hard time for you. We’re going to take good care of you here. The first step is to fill out this paperwork, and then we’ll be happy to answer your questions and make you as comfortable as possible.”
Even if it’s not an emotional situation, you can build rapport by being present, smiling, and asking the customer about something that is not business-related. For instance, “So good to see you! How are you enjoying this crisp fall weather?” “Have any plans for the weekend?” It shows that you care about them as people, and you’re not only focused on the transaction.
This doesn’t mean spending a lot of time chatting with the customer for so long that you’re not delivering what they came for. It means, however, to show that you care first, and then get down to business.
What do you think? In what ways do you think it’s important to make a human connection first and then focus on the task? Please feel free to contact me with your comments. Making a more emotional connection of empathy with your customers before performing the task in hand will truly make the customer experience “magical”.
John Formica is America’s and Australia’s Customer Experience Coach, team culture experience expert, keynote speaker, and Top 10 Global Thought Leader and Influencer on Customer Loyalty. For information on customer experience programs, leadership training, team culture, business growth, how to find and hire great people and tailored training programs just for you or to book John to speak at your next event, contact 704-965-4090 or visit our website at JohnFormica.com.