Customer Service Doc on Empathy

1. EMPATHY

2. EMPATHY IS…
LISTENING WITH THE
EARS OF ANOTHER
SEEING WITH THE
EYES OF ANOTHER
FEELING WITH THE
HEART OF ANOTHER

3. It’s All about
our People.
Empathy fuels the
connection between
people. The more we are
connected, the better we
are at serving our
members, providing great
customer service and
enhancing their
experience with our
YMCA.

4. THE 3 R’S OF EMPATHY
RECOGNIZE RELATE RESPOND

5. 1. RECOGNIZE
 Be aware of the emotions being
displayed by the member:
You can use these cues to predict the action
and/or reaction that the member may have and
adjust how you respond.
Vocal tone
Words
Volume
Body Language

6.  I completely understand how
frustrating that must be.
 I really appreciate your
patience.
 I’m truly sorry to hear about
your experience.
 Here is what I am going to
do for you.
2. RELATE
Use the information you have recognized or
personal experience to start addressing the
issue:
Listen actively and ASK follow up questions to get all details

7. 3. RESPOND
 Resolve the members issue.
 Use positive phrases & empathetic
statements:
 Here is what I am going to do for you
 Thank you for your understanding
 I’d be happy to…
 Thank the member for their business and
ensure they are happy with the result.
 Happy I was able to help.
 Is there anything else I can help you
with?
 Looking forward to seeing you again.
 Thank you for choosing the YMCA.

8. 3. RESPOND (cont.)
 If the issue cannot be resolved immediately:
 Share the next steps
 Provide necessary information such as:
 Who will be contacted
 Timeline
 When to expect to be contacted
 Who to contact if an answer is not timely.
 Take ownership of the issue
 Follow-up with the member to reassure them that the issue
is just as important to you as it is to them.
 Be sure to provide your name & contact information