Applying Empathy Towards Customers & Users

A microlearning module about usage of Empathy towards Customers & Users in service interactions.

1. Empathy
Empathy is the ability to recognize, understand, and share
the thoughts and feelings of another person.
Developing empathy is crucial for establishing
relationshipsand behaving compassionately.
It involves experiencing anotherperson’s point of view,
and enables prosocial or helpingbehavioursthat come
from within.

2. Language of Empathy
Acknowledge – That the caller has an issue
1.“I am sorry you are going through this.”
2.“I can understand that it would be difficult.”
3.“I can relate, to the issue you are facing.”
Align – To Customer’s state of mind
1.“I can imagine what you must be going through.”
2.“I would feel frustrated too if it was me.”
3.“I see that it must be really bothering.”
Reassure – So the customer feels comfortable & confident
1.“We will get your issue resolved positively.”
2.“You have reached the right place & I will personally ensure
it is fixed”
3.“Don’t worry, we will get this fixed, ASAP.”