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How can you avoid common empathy mistakes with customers?

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Empathy is a crucial skill for workforce management, especially when dealing with customers who are frustrated, angry, or disappointed. Empathy allows you to understand their emotions, needs, and expectations, and to respond appropriately and effectively. However, empathy is not always easy to express, and sometimes you may make mistakes that can damage your relationship with customers and harm your reputation. Here are some common empathy mistakes and how you can avoid them.

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1 Not listening actively

One of the most common empathy mistakes is not listening actively to what the customer is saying. Active listening means paying attention to the words, tone, and body language of the customer, and showing interest and curiosity. It also means asking open-ended questions, paraphrasing, and summarizing what you hear, and avoiding interruptions, distractions, and assumptions. By listening actively, you can show the customer that you care about their situation, and that you are trying to understand their perspective and feelings.

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Allison Miller-Constantino

Owner/Allisons Artwork/ Artist/Writer/LinkedIn Contributor/Nature-lover/Ocean-conservationist/10 mile-a-day bicycle rider
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Active listening means listening to understand. Instead of thinking how to respond to the customer’s needs, just listen, and ask questions. Listening in this manner gives your customer 100% of your attention and the customer will feel and appreciate it! Once your customer has related to you all their needs, now you can focus your attention on how to solve their problems!

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Adeola O.
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Another empathy mistake is being mechanical while trying to show empathy to your customer. A fake can be detected from afar. Be as real and genuine as you can when communicating with your customers. Avoid sounding mechanical when showing empathy. As much as possible be sincere in your actions and communication.

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Bishu Sharma

FinCrime Analyst (Phone) @ Revolut | Championing financial security through keen analysis and proactive measures.
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To avoid those mistakes , the employer should give proper training to the agents on empathy. There should be proper pipeline training to the customer.

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Manisha Arora (Isha)

I help people sell ! Pharmacovigilance SE | Inspiring Holistic Wellbeing in the Corporate World. Follow for insights on creating your workplace identity and promoting women's success in the workplace.
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And what helps is removing you from the equation! Listen to understand fully rather than making opinion, solutions and judgement on what you think the Customer needs ! This is very important because if you listen completely , you will only then be able to solve the “right problem” for your customer !!

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Md. Baizid Ahsan

Assistant Manager, Operations at MetLife Bangladesh | Customer Experience | Policy Retention Specialist | Leadership | Operational Compliance | Data Analysis | Project Management
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To navigate empathetic interactions with customers, it's essential to actively listen, validate their feelings, and avoid blame. Choose your words carefully, personalize responses to their situation, and offer genuine apologies when necessary. Following up ensures their concerns are fully addressed, fostering a positive and understanding customer experience.

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2 Not validating their emotions

Another common empathy mistake is not validating the customer's emotions. Validating means acknowledging and accepting how the customer feels, without judging, minimizing, or dismissing them. It does not mean agreeing with everything they say or do, but rather showing respect and compassion. You can validate their emotions by using empathic statements, such as "I can see how frustrated you are" or "I understand how disappointing this must be for you". By validating their emotions, you can help the customer feel heard and respected, and reduce their negative feelings.

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Despina Mouriki

Contracts Manager @Domes Resorts, Marriott International | Hospitality Industry Expert
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Using positive replies is very important when participating in an argument. Even when you disagree, you still need to show sincere empathy for the opinion and the feelings of the customer. Demonstrate that you understand their perspective and immerse yourself in the experience the other person had. Once the customer acknowledges that is being heard by you, then will be more likely to listen to you.

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Md. Baizid Ahsan

Assistant Manager, Operations at MetLife Bangladesh | Customer Experience | Policy Retention Specialist | Leadership | Operational Compliance | Data Analysis | Project Management
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Navigating empathetic interactions with customers involves active listening, refraining from blame, and choosing words thoughtfully. Tailor responses to their situation, offer genuine apologies, and ensure follow-up for a comprehensive resolution, fostering a positive customer experience.

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3 Not apologizing sincerely

A third common empathy mistake is not apologizing sincerely when you or your company have made a mistake or caused a problem for the customer. Apologizing sincerely means expressing regret and responsibility for what happened, and offering a solution or compensation. It also means avoiding excuses, blame, or defensiveness. You can apologize sincerely by using words such as "I'm sorry" or "I apologize", and explaining what you will do to fix the issue or prevent it from happening again. By apologizing sincerely, you can show the customer that you value their trust and satisfaction, and that you are committed to improving your service.

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Md. Baizid Ahsan

Assistant Manager, Operations at MetLife Bangladesh | Customer Experience | Policy Retention Specialist | Leadership | Operational Compliance | Data Analysis | Project Management
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Effectively handling customer interactions with empathy requires active listening, avoiding blame, and thoughtful language choice. Tailor responses to the customer's situation, ensuring genuine apologies when needed, and follow up to guarantee a thorough resolution for a positive customer experience.

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4 Not matching their communication style

A fourth common empathy mistake is not matching the customer's communication style. Communication style refers to how the customer prefers to communicate, such as formal or informal, direct or indirect, emotional or rational, etc. Matching their communication style means adapting your language, tone, and gestures to suit their preferences and expectations. It also means avoiding jargon, slang, or humor that may confuse or offend them. You can match their communication style by observing and mirroring their cues, and asking for feedback or clarification if needed. By matching their communication style, you can show the customer that you respect their individuality and culture, and that you are easy to communicate with.

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5 Not following up or following through

A fifth common empathy mistake is not following up or following through with the customer. Following up means checking in with the customer after the interaction to see how they are doing, and if they are satisfied with the outcome. Following through means delivering on your promises and commitments, and keeping the customer informed of any updates or changes. Both are essential to show the customer that you care about their experience, and that you are reliable and trustworthy. You can follow up or follow through by using email, phone, or other channels, and by providing clear and timely information and support. By following up or following through, you can show the customer that you appreciate their business and loyalty, and that you are dedicated to their success.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you avoid common empathy mistakes with customers?

1

2

3

4

5

6

1 Not listening actively

2 Not validating their emotions

3 Not apologizing sincerely

4 Not matching their communication style

5 Not following up or following through

6 Here’s what else to consider

Workforce Management

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How can you avoid common empathy mistakes with customers?

1

2

3

4

5

6

1 Not listening actively

2 Not validating their emotions

3 Not apologizing sincerely

4 Not matching their communication style

5 Not following up or following through

6 Here’s what else to consider

Workforce Management

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