From the course: Handling Customer Complaints with Empathy

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What is empathy and why is it important in customer service?

What is empathy and why is it important in customer service?

From the course: Handling Customer Complaints with Empathy

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What is empathy and why is it important in customer service?

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- Empathy is a word often thrown around in the service industry. You have probably heard phrases like, "Treat customers with empathy." Or, "You need to empathize with customers." But what does this word actually mean? Empathy is the ability to understand and share the feelings of others, which especially in the context of customer service, is not just about being nice. It involves putting yourself in the customer's shoes, to understand their emotions, needs, concerns, and be able to respond with compassion. Developing this skill is crucial, because it allows you to truly connect with others. It shows customers that you understand what they are going through, and are genuinely willing to help when they're experiencing an issue. In short, empathy helps you first, focus not only on the words, but also on the emotional side of the conversation, allowing you to understand customer's messages more deeply. And second, diffuse tense or emotionally charged situations, helping you to deescalate…

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