From the course: Handling Customer Complaints with Empathy

Unlock this course with a free trial

Join today to access over 24,600 courses taught by industry experts.

How to develop empathy with your customers

How to develop empathy with your customers

From the course: Handling Customer Complaints with Empathy

Start my 1-month free trial Buy for my team

How to develop empathy with your customers

“

- Empathy involves putting yourself in the customer's shoes to understand how they're feeling and what they're experiencing. But how can you demonstrate empathy when you're not living the customer's experience firsthand? Or what if you have never faced the exact issue that the customer is complaining about? There are two strategies to help you develop empathy in these situations. The first one is the reflective approach where you think of a past situation where you had a similar experience to your customer, even better if it's a recent one, and then try to remember how you felt in that moment. For example, imagine you work in a shop and a customer is complaining to you about the long waiting time. Think of the last occasion where you were on hold for ages or where you had to stand in line for a long time, perhaps at the post office or at a restaurant. How did you feel? Think about it for a moment. The last time I had to queue for quite a while was at my local dentist. Even if I had…

Contents