According to the Live Chat Benchmark Report about 40 percent of all of the customer complaints are received over the phone. Articulate the purpose of your call. You want to empathize with your customers, but you've heard the same problem three times today. She started the call by saying, “I need to cancel my service today.” That’s a pretty routine request. Undoubtedly, demonstrating strong empathy skills, in addition to providing the customer with the information/service they require, plays a key role in ensuring customer satisfaction. If they feel like part of the process, then they feel they are being helped. Here’s a great example—a customer I worked with over the phone recently. This can be very effective for calming someone down. The number one way to satisfy the angry customer on the other end of the phone is to empathize with them. Whenever you’re handling clients over the phone, remain positive and do all that you can to satisfy them. Customer service expert Jeff Toister helps customer service specialists develop the specific skills needed to help customers over the phone. It is clear that agents must demonstrate empathy with customers to ensure customer satisfaction, but the reality is that agents often do not. Empathy is the Key to Excellent Service. Is it easier to de-escalate the issue over the phone? 10. 9. The easiest method to do so is to start the conversation with a ‘warm up’. Even in our well-connected and developed world, phone calls are still the primary and the fastest way to connect with your clients. When you are speaking on the phone with the clearly-defined relationship of support rep and customer, it can be easy to fall into a pattern of being a bit inauthentic. Showing genuine empathy helps you to gain the prospect’s trust and leads them towards accepting your solution to their problem. Say things like ‘Let’s work on this together’ or ‘I’m sure we can fix this issue’. Just like them, you’ve probably experienced what it feels like for a company to let you down, for whatever reason. But her voice was trembling a … Outlined below are 6 proven steps to build rapport with customers over phone: Open the Conversation with a ‘Warm Up’ A cardinal rule of rapport building is to reach out to your customers in a friendly manner. Express empathy. Empathy is the ability to “walk a mile in someone else’s shoes”. When you’re dealing with a difficult call, whether the customer is upset or irritate, it’s crucial at all times to speak to them and communicate with empathy. Another way to show empathy and keep the customer coming back is to team up. Customers will certainly recognize when they’re being treated with courteousness, care, and … Body language. If all else fails, just hang up. Empathize with them when necessary and be personable. 5. The Golden Rule of Customer Service: Practice Empathy. 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