Your client is opening up about personal struggles. How can you show empathy during a service call?

Mostrar empatía durante una llamada de servicio es clave para fortalecer la relación con el cliente. Escucha activamente, valida sus sentimientos y ofrece apoyo sincero, sin apresurar la conversación. A veces, el simple hecho de que sepan que alguien los entiende puede marcar la diferencia. Un enfoque humano siempre genera confianza

Business always doesn’t works on profits and margins It works on Trust and building relationships and understanding their issues and helping them to solve it Be a Doctor for your clients Let me explain you When a patient comes to a doctor with a severe stomach pain Doctor don’t give tablet directly He will build a conversation with patient Like when the pain had started What food you consumed Did you lifted over weights He will know about about the patient completely and he will give him a good treatment So likewise If you want to treat someone good Try to listen to them Understand them Give him a right suggestion to sort it out As a human being One should respect others emotions and problems whatever it may be

I like Daniel Goleman′s approach, in his book Emotional Intelligence, he emphasizes the importance of active listening, recognizing emotions, and responding with empathy in both personal and professional settings.

Practice Empathy Beyond Listening: While active listening is vital, it’s equally important to respond with empathy. This involves not only acknowledging what the client is saying but also validating their feelings and offering appropriate support or solutions. Use Nonverbal Cues: In addition to verbal affirmations, nonverbal cues like maintaining eye contact, leaning slightly forward, and nodding can enhance the feeling of connection and attentiveness. Follow-Up: After an initial conversation where active listening has occurred, following up with clients to check on their progress or feelings can further demonstrate care and commitment. This reinforces the idea that you genuinely value their well-being.

The following techniques should be considered: - "The Echo Technique": Briefly reflect the customer's emotions: "That sounds incredibly frustrating." Pay close attention to their emotions and use similar language in your response to demonstrate empathy. This validates their feelings without offering unsolicited advice. - "The 'I Hear You' Statement": Instead of saying "I understand," which can feel dismissive, try "I hear you're dealing with a lot right now." This acknowledges their experience without claiming to fully grasp their situation. - "Silence is Golden": Resist the urge to fill every silence. Allowing the customer a moment to compose themselves can be more powerful than words.

Make sure the client is heard. Show him you are listening and paying attention by saying: "I understand you, that's right, I see what you mean, I hear you". Sometimes people just want to feel understood, they want to open up themselves to feel some relief, and empathy means putting yourself in someone else's shoes. So it is always important to validate someone's feelings with positiveness and creating rapport with echoing technique, like repeating what the person said as a way of validation and showing that you are active listening.

Active Listening and Validation Go Hand in Hand: While validation is crucial, it should be paired with active listening. This combination ensures that clients feel heard and understood on both emotional and practical levels. Use Appropriate Language: The phrases you use should be genuine and sincere. Tailoring your validation to fit the client’s specific situation can enhance the impact. For instance, you might say, “It’s completely normal to feel overwhelmed given the circumstances you’ve described.” Avoid Minimization: Be careful not to unintentionally minimize the client's feelings. Phrases like "It's not that bad" or "Others have it worse" can invalidate their experiences.

Validate Their Feelings: Acknowledge their emotions by saying things like, "That sounds really tough" or "I can imagine how difficult that must be." Share Similar Experiences (if appropriate): If relevant, briefly share a similar experience to show you relate, but avoid shifting focus from their experience.

Personalize Your Approach: Tailor your support to the individual client’s situation. For instance, if a client is facing a specific challenge related to your service, acknowledge their unique circumstances and offer relevant options that could help. Be Honest About Limitations: It’s important to communicate the boundaries of your support. While you can provide assistance related to your service, be clear that personal issues may require different forms of help. This honesty builds trust and sets realistic expectations. Follow Up: After offering support, consider following up with the client. A simple check-in can reinforce that you genuinely care about their situation and are committed to assisting them within your capacity.

Provide Resources: If appropriate, suggest resources or options that might help them. Follow Up: Let them know you’re available for further support and check in later if possible.

Use Empathy Strategically: While it’s important to be empathetic, do so in a way that complements your professionalism. For instance, acknowledging a client’s feelings can be done briefly before redirecting the conversation back to the primary issue. Practice Active Listening and Validation: These techniques can be integrated into professional interactions without compromising boundaries. By actively listening and validating a client’s feelings, you can show empathy while still guiding the conversation toward solutions. Reiterate the Purpose of the Conversation: If the conversation starts to veer off course, gently steer it back by saying something like, “I appreciate you sharing that

Balance Empathy with Professionalism: While it’s important to be empathetic, ensure the conversation remains focused on how you can assist them in your professional capacity.

Communicate Privacy Policies Clearly: Make sure clients are aware of your privacy policies and practices. This transparency helps them understand how their information will be used and protected, further enhancing their sense of security. Use Secure Channels for Sensitive Information: Ensure that all communications involving sensitive information are conducted through secure channels. This may include encrypted emails, secure chat systems, or password-protected files. Train Employees on Privacy Protocols: Provide training for staff on the importance of privacy and confidentiality, including how to handle sensitive information appropriately. This training can help instill a culture of respect for privacy within the organization.

Give Them Time: Allow pauses in the conversation. Sometimes, clients need a moment to collect their thoughts. Avoid Rushing: Take the time necessary to address their concerns without hurrying the conversation.

When I worked in the financial markets I talked to that client that was feeling very down because of the bad moment he was living. I remember it as if today that he was completely down and couldn't connect his excel to the trading platform. He could speak and speak, I was listening attentively, that was our first contact, I remember his name up to today, I remember his request, and what he told me about that very hard moment in the stock market. One week later, he called the office again, I recognized his voice, greeted him by his name and asked if the specific issue had been solved and helped him somehow cope with the market... Boy! That man was so happy and excited that he thanked me and praised me for my boss! Power of follow up!