Intro

For many companies, sympathy might come behind responsiveness, respect, and other elements of customer service. However, this is the secret to improving customer experience and making your business stand out in the competitive market. Stepping in their shoes enables you to understand their feelings, significantly enhancing your customer interactions. If you don't know how to employ this skill, keep reading for tips on showing genuine sympathy in customer service.

Why Sympathy In Customer Service Matters

Helps Build Trust

A little sympathy goes a long way in building trust among clients. Customers often feel frustrated or upset when encountering problems, so it's our job to express our genuine care and make them feel valued like nowhere else. 

When assured that their issues will be heard and addressed appropriately at your company, they are willing to interact more and establish a long-term relationship. According to our research, satisfied customers have a higher loyalty rate and are less likely to turn to competitors. Improved customer loyalty and satisfaction result in repeat sales and positive recommendations, which are a great competitive edge in the market.

Showing your sympathy helps increase customer satisfaction and trust. Source: Pickpik

Helps Diffuse Tense Situations

Empathy in customer service can effectively ease the tension of a frustrated customer. All of your explanations become nonsense to angry customers. If you acknowledge their feelings and show your willingness to help, you can easily turn their frown upside down. Then, the two parties can reach a satisfying solution more easily.

For example, a sympathetic response can prevent the situation from worsening if a client calls you for feedback about product defects or service failures. By expressing genuine concern, you can shift the focus from the problem to finding a solution, transforming a negative experience into a positive one.

Leads to Employee Satisfaction

When companies encourage customer support agents to prioritise customer satisfaction, they empower them to make decisions without constant managerial approval. Empathetic employees are better at understanding the root cause of customer issues. This allows them to develop more creative and effective solutions. 

This flexibility enables them to agree on a solution more quickly, cutting down on waiting time and boosting customer experience.

On the other hand, when employees can positively assist customers in resolving their problems, it can give them a sense of fulfilment and purpose in their work. 

More Sales

Empathy in customer service can boost sales. Source: Needpix

Customers only turn to businesses that resonate with their values. Incorporating empathy in customer service is a great way to build a deeper connection. When customers feel understood and cared for, they also have a positive impression of your products and services. This sets your company apart from competitors, and customers are likely to return to your products.

When you handle customer concerns with sympathy, you're not just resolving an issue but creating a loyal advocate. Happy customers are walking billboards, spreading positive word-of-mouth that is worth far more than any ad campaign. This organic buzz, rooted in trust and personal experience, can skyrocket your reputation.

Beyond building brand loyalty, empathy in customer service can also boost your bottom line. Satisfied customers are more likely to explore your offerings, opening doors for upselling and cross-selling opportunities. It's a win-win: happy customers and a healthier revenue stream.

How to Show Sympathy In Customer Service

Acknowledge Your Customer's Concerns

When receiving customer feedback, the first thing to do is sincerely listen to what they say. When customers reach out to call centre agents with an issue or complaint, they are seeking someone who will listen and understand their concerns. 

So, start by listening attentively to what the customer says, even if it's not your fault. Don't interrupt them! Once they finish, say, "I can see why you're upset" or "It must be frustrating to deal with this" to show that you have understood their issue. These empathetic statements tell the customers that you are on their side and taking their problems seriously. 

Practise Active Listening

As simple as it sounds, few customer service agents can practise active listening in customer service. It's not about understanding the issue but gaining insights into their perspective and emotional state. Once customers feel truly heard and understood, they are more likely to relax and accept your suggested solutions.

If interacting in person, maintain eye contact to convey respect and attentiveness. If you're speaking on the phone, ask open-ended inquiries, such as "Can you describe what happened to the product?" instead of a closed-ended "yes" or "no."

Additionally, saying, "I understand how frustrating this must be" or "I can see why you're disappointed" is a great way to express empathy in customer service. However, don't interrupt them while they're talking. Wait until they finish!

If your company employs customer service automation, it's also crucial to tailor it to your customer's needs rather than bland and emotionless automated responses.

Actively listen to your customers to understand their concerns. Source: Pexels

Look At Things From Your Customer's Perspective

Let's say a customer complains about a late delivery. Picture this: you are eagerly waiting for an order to give your friend on his birthday, but it arrives after the big date. How would you feel? How frustrating could it be?

A sincere apology like, "I'm so sorry about the late delivery. I completely understand how disappointing that must be" can turn customer frustration around and make a huge difference.

Overcome Your Biases

We all have biases, and they can sneak up on us. Making assumptions about customers based on things like age or how they act can really get in the way of understanding them. For example, thinking an older person doesn't know their way around a computer can be a big mistake.

To give your customers the best possible service, wipe the slate clean each time. Focus on the person in front of you, not your preconceived ideas. This helps you see things from their point of view and show them you genuinely care.

Use Positive Language

Your language partly demonstrates your willingness to help in the customer's eye. For example, while saying "I can't do that" puts up a wall, responding with "Let's explore some alternative options" opens doors. Just a minor adjustment transforms a potential roadblock into an opportunity for problem-solving. 

Don't say "I don't know" to your clients. A more welcome, empathetic response would be, "I'll research that and answer you as soon as possible." This shows you're willing to solve the problem, giving the customer peace of mind.

Also, pay attention to your tone of voice. A dull or flat voice can discourage customers; they might think you're not interested in their concerns. On the other hand, a friendly, enthusiastic tone creates a more inviting and friendly atmosphere.

To ensure consistency in customer service, consider employing an omnichannel contact centre like StringeeX to have full control over your team. You can review recorded calls to pinpoint areas of improvement, such as lack of sympathy and genuineness while speaking, and address the issues promptly.

Use positive language and a friendly tone. Source: Pexels

Conclusion

Regarding sympathy in customer service, the key is to put your heart into the customers' concerns and address them with all you have.  This can greatly enhance the customer experience. When you perceive things through their lenses and emotions, you appear more supportive and understanding to your clients.