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Employing Empathy in Common Customer Service Situations
Learn how to employ empathy in face-to-face, phone, and online customer service situationsPreview the first lesson free — get full access to all 4 lessons.
Beginner Provider : Ronda Barnes 4 Lessons · 6m in Arabic, German, English, Spanish, French, Portuguese, Urdu, Chinese
Course Description
When you hear about employing empathy, you often become aware of the cognitive and emotional aspects such as understanding what the person is feeling, sharing their feelings, and using positive language. But in some situations, a customer may not be able to see your body language, facial expressions, or any other in-person gestures you would use to show them you care and understand. During a phone call, the customer can only sense your tone and attitude from your verbal responses.Online and chat support can give customers quick and direct access to a customer service representative, but it can be challenging to convey empathy in these situations.
In these lessons, you’ll learn about the strategies for employing empathy in the most common customer service situations. We’ll cover several methods such as face-to-face interactions, phone-based conversations, and online or chat-based services. We’ll also look at some tips for recognizing the emotions of a customer when you can’t see their face or body language, and how to respond accordingly.
What You'll Learn
- Identify the non-verbal cues and body language to use when employing empathy in face-to-face customer interactions
- Demonstrate how to convey empathy in phone-based customer interactions
- Apply strategies for showing an empathetic presence in online and chat-based services where customers can't see or hear you
- Recognize a customer's emotions when you can't see their face or body language, and respond accordingly
- Use positive language and an empathetic tone to understand and share what a customer is feeling
Key Takeaways
- Empathy involves cognitive and emotional aspects, including understanding what a person is feeling, sharing their feelings, and using positive language.
- During a phone call, the customer can only sense your tone and attitude from your verbal responses, since they cannot see your body language or facial expressions.
- Online and chat support give customers quick, direct access to a representative, but conveying empathy in these channels can be challenging.
- The course covers strategies for employing empathy across face-to-face, phone-based, and online or chat-based customer service situations.
- Recognizing a customer's emotions without seeing their face or body language helps you respond appropriately.
Frequently Asked Questions
What does this course cover?
It covers strategies for employing empathy in the most common customer service situations, including face-to-face interactions, phone-based conversations, and online or chat-based services, plus tips for recognizing a customer's emotions when you can't see their face or body language.
Who is this course for?
It is for customer service representatives who want to convey empathy across different channels, including situations where the customer cannot see their body language, facial expressions, or other in-person gestures.
What skills will I gain from this course?
You'll learn to identify non-verbal cues and body language for face-to-face empathy, convey empathy in phone-based interactions, and maintain an empathetic presence in online services where customers can't see or hear you.
How is the course structured?
The course includes lessons on employing empathy in face-to-face, phone-based, and online and chat-based customer service, followed by a Test Your Knowledge section.
