March 04, 2021
Why Empathy Is The Secret To Great Customer Experience
by Danica Valle
Empathy is a must have for the people who are in the line of customer service. Having a great customer service for your business isn’t just a nice thing to have -- it’s a MUST that can potentially boost up your sales. Empathy refers to the ability to understand the customers and see problems from their point of view. Businesses giving genuine empathy to its customers has become a key differentiator in today’s world. It shows what business would succeed or fail.
A great customer service leads to satisfied customers which creates loyalty, repeat sales, and positive reviews that can possibly attract other audiences. Offering empathy is especially important now that we’re in the pandemic - where everyone feels the stress and difficulties. That’s why it's essential to give your best in dealing with your customers. It can pave the way for a successful relationship with your customer.
According to research, 59% of people say that they are looking for a higher quality in customer care compared to last year while 48% of consumers who experienced bad service stopped doing business from certain establishments.
How Empathy Helps You
Empathy let’s you understand your audience better and guides you to address certain issues in a more sympathetic manner. It is essential to build a long-lasting relationship with your customers. Practicing empathy in customer support will create a bond that will lead to happier and loyal customers. You won’t have a problem having repeat customers if you have empathetic customer support.
Through empathy, you can understand your customers’ buying behavior and needs. You can modify their customer experience with your business. You can meet their satisfaction by talking and relating with them. Empathy can lead to serving your customers in the best way possible.
It’s important to note that you’ll always be in a good positive mindset while talking to your customers. You should keep it up from the first customer until the last that you’ll have an interaction with. Rude customer support tends to cause negative feedback that may cause your business downfall. Let your customer talk even if it’s a complaint about a product or service because that’s actually a way to improve in areas where you lack and that’s where you grow.
Start implementing empathy within your team and notice how it works wonders with your employees. Notice how your employees are eager to work the next day, they would easily open up to you and decrease their stress levels.
Being nice won't hurt anybody, right?
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