I recently conducted a training session for a medical facility call center regarding “How to Make The Phone Experience Magical!” After my training, many of the participants shared with me that other businesses and organizations need to experience my workshop. I was delighted that they enjoyed my program and to hear their comments. We all agreed that many businesses are bored with their phone experience and just take it for granted resulting in a poor experience for their customers.
Think about it. Have you ever had a conversation on the phone with a business, medical center, insurance agency, cell phone provider or customer service call center? Of course you have. We all have. What was your experience like? Most businesses do a good job serving their customers and clients. But we all have had that non-caring person on the other end of the phone, not handling our problems, transferring us to who knows where, and basically just going through the motions with a lethargic attitude.
What is usually missing in the person’s responses? Empathy. Empathy is the expression through words and tone that you understand what is going on with someone else. Empathy is not about feeling sorry. It’s about recognizing how the other person is feeling.
“I can certainly understand your frustration, Ms. Jones, especially because it has been a while since your part was ordered and you still do not have your refrigerator repaired and running.” That’s empathy. The customer service employee shows that she “gets” what the customer is experiencing. Why is empathy important? Especially on the phone? Because it is the best way to make a connection with your customer to respond to the caller’s problem, recognize their frustration, disappointment, anger and even excitement.
In a telephone conversation, you communicate empathy through two ways: the tone of your voice and the words you choose. The most important way to use tone is to show sincerity by acknowledging the caller’s feelings and your genuine desire to help. Your words won’t matter if they sound bored, distracted or from a script.
When it comes to words, the first consideration is to use the appropriate level of empathy based on the situation to mirror your understanding of the person’s feelings and the significance of the issue. Too often a clerk will fall back on the “I’m sorry” or “I understand” catch phrases. That usually doesn’t cut it. Try these phrases instead: “I can understand how that could be upsetting.” or “I realize how important this is to you.”
The second consideration is to indicate how you are going to follow up on your expression of empathy or plan of action you are going to take to help address the issue or concern. Regardless of the outcome, at least the caller feels that someone out there has a sense of what they are going through and cares.
Here a few tips to help you understand what empathy is and is not, especially on the phone:
- Empathy involves recognizing and acknowledging what a person is feeling and expressing.
- Empathy is not feeling sorry for the person.
- Empathy is not an agreement.
- Empathy is not passing judgment on whether a customer is right or wrong.
- You can create a better connection and relationship with empathy.
- Diffusing emotions by expressing empathy in the beginning is calming for a customer.
Again, showing empathy on the phone is fundamental to making a positive connection with your customers. Practice it at work or ask me for help. Being bored or not executing a positive phone experience for your customers could be all the difference in differentiating your business from your competition. You may or not be able to totally solve a customer’s problem or issue, but the customer will surely feel that you care. Now that is Magical!