You can’t always have happy customers. No matter what you do, there will inevitably be a problem. What you can do to satisfy your customers and keep them coming back is show empathy for their problems.
What is empathy? According to Dictionary.com, empathy is “the intellectual identification of the feelings, thoughts, or attitudes of another.” In other words: being sensitive to others’ feelings. This is very important when dealing with customers. Here are a few ways that you can show empathy.
Just listening is often enough to help relieve tension in a situation. Active listening is more than just hearing the words. You must listen intently, and show you are listening by repeating what you heard. This offers two benefits. The customer knows you are paying attention, and you assure that you understand what the issue is.
2. Be respectful
Even if you don’t agree with what the customer is saying, or how they are saying it, stay polite and calm. Getting upset won’t help anyone and can only make the situation worse. If you can hold your tongue, you’ll be better off.
Again, even if you don’t agree, you can understand. If they are frustrated, tell them you know how hard it is to be frustrated. If you can connect with them, even without agreeing, it will help them to feel appreciated.
Another way to show empathy and keep the customer coming back is to team up. Say things like ‘Let’s work on this together’ or ‘I’m sure we can fix this issue’. If they feel like part of the process, then they feel they are being helped.
5. Body language
Watch what your body is doing, even over the phone. People can hear a snarl or a smile even when they can’t see it. Make sure your body stays open, upbeat, and attentive. Your voice and attitude will reflect that.
Showing empathy can be difficult sometimes, but if you want to keep your customers coming back it is definitely necessary. Try these five easy tips the next time you have to deal with a difficult situation. Using these tips in everyday conversations, not just problem ones, can keep customers happy as well.
About the Author
This guest post is by Christine Kane from Internet Service Providers. She is a graduate of communication and journalism. She enjoys writing about a wide variety of subjects for different blogs. She can be reached via email at: Christi.Kane00 @ gmail.com.