Empathy Behind Humanizing a Brand

May 21, 2019 Brooke Cavinder

call center operator

Empathy is a value we express with others to build a connection and sense of understanding. This is a major part of our mission and purpose of being a Humanizing Brand at RUI. Using empathy effectively and sincerely will:
  • Develop trust with your customer.
  • Build a rapport throughout the interaction.
  • Encourage a welcoming experience for yourself and your customer; adding value into what we do.

When we express empathy, it should be natural and not forced. When forced, it may make the experience to feel scripted and inauthentic. Our expressions should match the tone of our voice. Examples of statements that demonstrate empathy are “I am sorry to hear that you have this intermittent problem., let me see what I can do to help resolve this while we are on the phone.” “I can understand why you’re frustrated, let me see what I can do to help you today.” Statements demonstrating you are listening show that you care and are ready to help.

These statements build rapport because it shows action, care and highlights the importance of what we are going to do to resolve the customers problem.  Building rapport will help your customer feel valued and let them know that your goal is to help resolve their issues. With a powerful connection and empathy, even if the resolution is not exactly what the customer expected they will appreciate your interaction and be more willing to call back should they need assistance in the future.

In order to use an effective statement, our power to do this comes from listening. Listen first to the reason why your customer is calling, this is how you can determine the best reply for your calls. This gives us insight into an issue and offers ideas on how to correct the problem. Listening also improves empathy because it shows that we care about the problem and want to find ways to improve the situation.

When communicating with your customer, imagine yourself in their shoes. Ask questions such as “Would I call someone like myself for customer support?” and “What is something I would like someone to say to me if I needed assistance on an issue?” This will help us to naturally gain empathy for others and determine how to express value to our customers, and within ourselves.

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