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Empathy in-cust-svc4851

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Empathy in cust svc
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Empathy in-cust-svc4851

  1. 1. E m p a t h y
  2. 2. ACKNOWLEDGE YOUR CUSTOMER When your customer speaks, use words like "yes", "oh", "OK", "I see" and "go on", periodically, to let him know that you are listening.
  3. 3. E M P A T H Y Putting yourself in someone else’s shoes
  4. 4. “Empathy statementsPROVE to theperson that you understand their emotional state.....and aremost effectivewhen you demonstratethat you also understand WHY theindividual isupset....empathy statementsdo not involveAGREEING with the client, or condoning hisor her abusivebehavior.  Empathy statementsjust convey that you are interested and concerned, and that you understand.  Nothing more, and nothing less.” - Robert Bacal, Defusing Hostile Customers
  5. 5. Empathy Main Entry: em·pa·thy Pronunciation: 'em-p&-thE Function: no un 1 : theimaginativeprojection of a subjectivestateinto an object so that theobject appearsto beinfused with it
  6. 6. Important! • Follow up the empathy statement to show your sincerity. • Our customers are very important. Make them feel that. • Treat your customers the way you want to be treated.
  7. 7. SYMPATHIZE OR EMPATHIZE • Besympathetic or empathizeif you'vebeen in thesamesituation asyour customer. Examples: "I'm sorry that you lost all your email." "I wasjust asupset asyou arewhen I lost all my email."
  8. 8. ENCOURAGE AND REASSURE • Encourageyour customer throughout the call. Reassureyour customer when hehas concerns. Examples: "You'redoing great!" "Your settingswill not beaffected by these troubleshooting steps."
  9. 9. It's not sympathy… Empathy and sympathy are very close and are sometimes used as synonyms. The easiest way to separate them is to remember that empathy is about feelings while sympathy is about actions.
  10. 10. Empathy Statements • If a customer says: "I lovetheservice. I useit all thetime.” <provided that customer isnot sarcastic> Say: • "Thank you. I'm glad to hearthat." • "That's good to know!"
  11. 11. • If a customer says: "You're scamming me!" "You're stealing my money!" "Your service sucks!” Say : • "I'm sorry that you feel that way."
  12. 12. • If a customer says: "I just recently lost my job and I can't afford the service anymore." "My husband/wife just died and I want to cancel the account.“ Say : "I'm sorry to hear that."
  13. 13. • If a customer says: "I can't use the service. It's been three days." "I'm losing business because of you." "I've been transferred from one department to another!“ Say: • "Iapologize forthe inconvenience." • "Iknow how frustrating this is and I apologize."
  14. 14. RESPOND TO YOUR CUSTOMER'S QUESTIONS • If your customer asksyou aquestion, respond. If you don't know theanswer, you still need to respond. Our customersshould never haveto ask: "Areyou there?“ Example: • "I don't know theanswer to that question. Would you likemeto look up that information for you?"
  15. 15. BE POLITE • Use"please" and "thank you", periodically, throughout thecall. • Use"we" wordsto promotea friendly, teamwork atmosphere
  16. 16. SET REALISTIC EXPECTATIONS • Support Boundaries-- Let your customer know that you may not beableto resolveissuesthat arecaused by anything which isoutsideof your support boundaries. Example: • "If avirusiscausing thisbehavior, I may not beable to help you resolvetheissue. You may haveto contact your antivirusmanufacturer for instructions to removethevirus."
  17. 17. • Hold Times -- Tell your customer why you need to put him on hold and thelength of time, in minutes, that hemay beholding. A short hold, abrief hold and sometimearenot realistic timeexpectations“ Example: "I need to look up information about thiserror message. May I put you on hold for about 5 minuteswhileI check my resources?"
  18. 18. • Dead Air -- If you need to read casenotes, look up information, read an articleor do anything elsewithout putting your customer on hold, let your customer know what you need to do, how long it will takeand ask for permission to do it. Example: "May I take2 or 3 minutesto read thecase notes?"
  19. 19. ASK FOR PERMISSION • Ask for permission to put your customer hold in aprofessional manner. "I need afew minutes, OK?" isnot aprofessional way to ask for permission. Example: "May I put you on hold for about 2 minutes whileI check my resources?"
  20. 20. THANK YOUR CUSTOMER • Alwaysthank your customer for holding thelineor for waiting for you. Examples: "Thank you for holding." "I'vefinished reading thecasenotes. Thank you for waiting.”
  21. 21. Power Words Absolutely! Great! Wonderful! That’s good to hear! Empathy Statements I’m sorry to hear that… I’m sorry you feel that way… I understand how frustrating this is... I see where you’re coming from… I apologize for the inconvenience… Listener Feedback I see. Alright. Ok. I understand. Your TONE is very important. BE SINCERE… MEAN WHAT YOU SAY… SMILE…
  22. 22. When your guest is disappointed. • Offer your apology “I’m sorry …” • Offer your solution “for you …” • Ask their permission to help.
  23. 23. When your guest won’t let you help. • Take it as a challenge. • Ask for the chance to prove yourself.
  24. 24. When it’s not about business. • Stay pleasant and professional. • Make a short statement, then back to business • If they persist? (Smile) “I consider that personal."
  25. 25. When you can’t say yes. • Never say “no” • Always try. “Let me see what I can do.” • Always give them options.
  26. 26. When your guest feels wronged. • Let them talk without interruption. • Use all of the above.

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