Glossary

What is Empathy?

Empathy is an art of taking an insight of a customer’s situation. A lot of people assume that call center services are only about getting your problem solved but it is not true. The important goal of a call center service provider is to provide the best-in-class services along with positive experience to their callers, and this is only possible when the professionals listen to customer problems before imposing a solution. One of the biggest complaints that customers have with the service providers is that the professionals do not show understanding or compassion for their situation. Such situations make the customer frustrated with the service and compel them to shout at the representatives. Instead, if executives of the help desk outsourcing companies apologize and demonstrate that they realize customers’ plight that causes inconvenience, naturally, the customer satisfaction rises. Even if the customer issue is not solved, such cordial nature of the agents gives customers satisfaction that the service providers will find an alternative for them.

Empathy and quick response of the agents are among the essential requirements for generating successful digital interactions between the agents and the customers. Empathy plays a central role in creating a satisfactory customer experience. It is easier for call center representatives to understand customers’ situation and generate empathy through f2f or phone conversation. The agents of service provider should learn to listen to the customers’ problems and apologise to customers for the problem they are facing with the products/services purchased. The agents should express sincerity and desire to help them. With the help of pleasant visual cues and tone of the executives, customers feel comfortable and cared, and such environment vents out the anger of the consumer.

Empathy is an important skill that helps in communicating effectively with the customers and building a strong relationship with them. Agent’s ability to empathise and win the trust of customer is essential in retaining customers.