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Humans want human contact – it’s textbook. We always lookout for someone who is empathetic towards us. People say that empathy is an innate quality and cannot be taught or transferred. But that is not entirely true, it can be learned in life through experiences. In a customer success&nbs
Humans want human contact – it’s textbook. We always lookout for someone who is empathetic towards us. People say that empathy is an innate quality and cannot be taught or transferred. But that is not entirely true, it can be learned in life through experiences. In a customer success space, customer empathy is a critically important term in its vocabulary. This guide ahead will walk you through the detailed ‘nitty-gritty’ of this subject.
Simply put, this term refers to truly understanding and feeling the pain points of a client. It is the ability to put yourself in the shoes of your clients and get their perspective. The facets that drive customer service failures have one thing in common – lack of empathy.
There is a hair-line difference between being empathetic and being docile to your customers. It does not mean you agree to all that your client has to say. Simply put, it means you understand what they are trying to say and understand the truth.
This is an important facet for support agents to have. It is because they talk to different sorts of clients every day, and resolve their issues. All the while making sure that they are putting the company in a green light, whenever needed.
How do you know if you are sounding good to your customer? Is interaction with your team really solving the client’s query? Here are some of the classic signs that show you that you might have an empathy issue at hand:
If these are some of the signs that are happening around, there is a good chance a customer might churn away. Or most importantly, they can switch to your competition which can make you sadder.
Not everybody is lucky enough to be born with a capacity for endless empathy. But the good news is, empathy, like any other skill, can be learned.
It is a given that empathy flows from the top down. Empathy and freedom go hand in hand. If you lead a company or manage a team, encourage your support agents to break rules now and then to do what is right for the customer.8
Customer empathy ensures that your customers stick around more often. You may not deliver the right answer to a customer, but you can always deliver a beautiful interaction. And in the end, making your clients happy is all that matters.
An implementation engineer with six years of experience is a seasoned professional specialising in implementing and integrating complex systems and technologies for businesses. Possessing a diverse skill set that combines technical expertise, and project management capabilities.
Published September 28, 2020, Updated June 07, 2023
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