Empathy: A Vital Quality for Customer Service Agents

You can be surprised for all the times you use the word empathy… How did that word get into our vocabulary? This is due to the world of Customer Relations, but also in the HR world and, more broadly, in the managerial literature. Everyone uses it.

 

But, what is the definition of empathy?

Empathy is the ability to feel an appropriate emotion in response to that expressed by others, while clearly distinguishing between oneself and others and being able to regulate one’s own emotional responses.

We must not confuse empathy with “emotional contagion”, which is the fact of experiencing the same emotional state as another person without keeping the distance between oneself and others. The typical example is the crisis of laughter or, in a less pleasant register, collective panic movements.

Many consumers complain that customer service agents do not make enough effort to understand their demands and do not take enough account of their feelings (anger, dissatisfaction). On the other hand, when agents apologize and recognize that a problem really exists, customer satisfaction increases significantly.

A recent study confirms this… Consumers who use an instant customer relationship channel such as chat are more satisfied with their customer experience if agents use emoticons and respond quickly to questions. Those who use emoticons are perceived as more compassionate.

This study concludes that empathy and responsiveness are necessary conditions for successful interactions between customer service agents and consumers.

 

Why is empathy so important for customer service agents?

Empathy allows us to show/make others feel that we understand them without allowing us to be “contaminate” by their emotions. Not being contaminated preserves our ability to act to help others. This is obvious in painful situations: if someone hurts badly in front of us, we are undeniably more useful to him if we go to seek help, than if we collapse in tears by his side… And when we act, we put our own emotions at a distance, so that we are less affected our self and even more able to act.

From this point of view, it is not very difficult to understand why empathy is one of the most sought-after qualities by companies in the customer service agents, knowing that not all individuals have the same empathy abilities. Those who are naturally empathic have a double advantage: they are more appreciated by clients because they give them the impression of being understood; they are more resistant to pressure because they are more oriented towards “action” and “solution” and do not allow themselves to be “affected” by the situation of the clients.

In fact, we could say the same thing about all the professions where one is confronted with people in situations of suffering or distress. These professionals are forced to “shield themselves” against their emotions to keep up the momentum. Hence the impression that they can sometimes give to lack sensitivity and to take refuge in a “cold professionalism”. It is their experience that protects them by allowing them to better assess the emotions of the other.

While we consider empathy as an essential quality in the relational professions, and therefore in the Customer Relationship, we tend to think that it is an innate quality. Although scientists confirm that we are not equal in this area, they also show that the context and the social-environmental factors count a lot in the development or on the contrary the inhibition of empathy.

 

Many companies do not really promote the development of this quality in individuals. Here, 3 major inhibitors of empathy:

  1. Processes centered on the company and not on the customers.

The biggest thing of the companies is to impose on the customers’ rules and logic that they cannot understand because they are first put in place for internal reasons of rationalization. How can an agent empathize with a client if they are forced to comply with “rational” rules from a business perspective, but which fundamentally do not consider the customer experience? Of course, it takes rules and processes! However, it should not avoid the possibility of expressing themselves both on the client’s side and on the adviser’s side.

 

  1. A narrow vision of responsibilities.

If a highly empathic agent will be better able than others to resolve complicated situations with high emotional content, he or she must be provided with leeway and means of action – for example, the freedom to compensate a client without referring to his or her hierarchy, or to investigate internally to find out why the situation arrived at this point of blockage. Without this freedom of action (which must obviously be defined), the most emphatic agent will soon lose his personal tranquility before solving the client’s problem and, instead of blossoming, his empathy will eventually wither.

 

  1. Modesty and emotional ignorance.

By considering companies as rational machines populated by rational individuals serving other rational individuals, one would almost forget that human relations are above all emotional. If not, would we spend so much energy and dollars to incorporate an emotional dimension into conversational robots?

Today, emotions are heavily used in advertising and marketing, but as soon as we talk about making room for them in the business, the game is closed: you do not think about it! We will not consider the “moods” of customers and employees! Well, we think exactly the opposite! And we are convinced that the more we know about the functioning of the brain and emotions, the more we will go towards an emotional and empathic management.

The importance of being more empathetic.

Empathy plays a central role in delivering a quality customer experience. Face to face or over the phone, it is easier to show empathy because certain physical expressions or certain signals like a change of intonation do not deceive.

However, more and more interactions are now done through digital channels, and trying to understand how to pass emotions is more complicated.

 

Here are three ways to show empathy:

  1. Play on immediacy.

An interactive channel like chat allows agents to respond almost in real time to their customers. Unlike email that requires a precise and concise answer, chat has the advantage that it allows to clarify the concern encountered, in the same way that would be done over the phone or in a face-to-face conversation. These complementary elements will make it possible to bring a personalized answer, based on their precise needs.

 

  1. Use emoticons.

Emoticons are an interesting way to show empathy towards the customer. At the same time, trying to use a language like that used by the client will reinforce this proximity.

But beware, this requires training agents: it will not apply to all customers. If young people are already familiar with the use of emoticons, older audiences will certainly be less comfortable with that. In any case, it is important not to use language that is too formal or too familiar, but to show that the client’s complaint is taken seriously.

 

  1. Use linguistics.

Language technology, based on the scientific study of language, can help agents understand the emotional context of customer demands in real time. It analyzes the incoming interactions automatically (e-mails or tweets, for example), prioritizes them according to the tone used or keywords, and communicates them to the agent best trained to answer this type of request, by suggesting answers to him relevant. This technology makes it possible to respond in an immediate and ultra-personalized way.

 

To end…

When you sincerely feel empathy with your clients, you convey a sense of attention and understanding. In customer service circles there is a quote that says: “They do not care how much you know until they know how much you care.”

When a client believes that you really care about their situation or problem, no matter how many times you’ve heard it before, you’re on the way to creating a satisfied customer.

241 Responses to “Empathy: A Vital Quality for Customer Service Agents”

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    Jewish Rabbis have publicly announced that their Messiah will be revealed in the coming years who will be a leader and spiritual guide to all nations, gathering all religions under the worship of one God.

    Biblical prophecy tells us that this Jewish Messiah who will take the stage will be the antichrist “who opposes and exalts himself above all that is called God or that is worshiped, so that he sits as God in the temple of God, showing himself that he is God” (2 Thessalonians 2:4). For a time he will bring about a false peace, but “Therefore when you see the ‘abomination of desolation,’ spoken of by Daniel the prophet, standing in the holy place (Matthew 24:15)…then there will be great tribulation, such as has not been since the beginning of the world until this time, no, nor ever shall be” (Matthew 24:21).

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    We all know God exists. Why? Because without Him, we couldn’t prove anything at all. Do we live our lives as if we cannot know anything? No. So why is God necessary? In order to know anything for certain, you would have to know everything, or have revelation from somebody who does. Who is capable of knowing everything? God. So to know anything, you would have to be God, or know God.

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    It has been calculated by Roger Penrose that the odds of the initial conditions for the big bang to produce the universe that we see to be a number so big, that we could put a zero on every particle in the universe, and even that would not be enough to use every zero. What are the odds that God created the universe? Odds are no such thing. Who of you would gamble your life on one coin flip?

    Is there evidence that the Bible is the truth? Yes. Did you know that the creation accounts listed in the book of Genesis are not only all correct, but are also in the correct chronological order? That the Bible doesn’t say the Earth was formed in six 24-hour days but rather six long but finite periods of time? That the Bible makes 10 times more creation claims than all major “holy” books combined with no contradictions, while these other books have errors in them? The Bible stood alone by concurring with the big bang saying, “In the beginning God created the heaven and the earth” (Genesis 1:1); and says our universe is expanding, thousands of years before scientists discovered these things. Watch a potential life-changing video on the website listed below with Astronomer(PhD) Hugh Ross explaining all these facts based on published scientific data. He has authored many books, backed even by atheist scientists.

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    God so loved the world that He gave us His only begotten son, so that whoever believes in Him, through faith, shall not perish, but have everlasting life. Jesus says if we wish to enter into life to keep the commands! The two greatest commands are to love God with all your heart, soul, strength, and mind; and your neighbor as yourself. All the law hang on these commands. We must be born of and lead by the Holy Spirit, to be called children of God, to inherit the kingdom. If we are willing to humble ourselves in prayer to Jesus, to confess and forsake our sins, He is willing to give the Holy Spirit to those who keep asking of Him; giving us a new heart, leading us into all truth!

    Jesus came to free us from the bondage of sin. The everlasting fire was prepared for the devil and his angels due to disobedience to God’s law. If we do the same, what makes us any different than the devil? Jesus says unless we repent, we shall perish. For sin is the transgression of the law. We must walk in the Spirit so we may not fulfill the lusts of the flesh, being hatred, fornication, drunkenness and the like. Whoever practices such things will not inherit the kingdom (Galatians 5:16-26). If we sin, we may come before Jesus to ask for forgiveness (1 John 2:1-2). Evil thoughts are not sins, but rather temptations. It is not until these thoughts conceive and give birth by our own desires that they become sin (James 1:12-15). When we sin, we become in the likeness of the devil’s image, for he who sins is of the devil (1 John 3:8); but if we obey Jesus, in the image of God. For without holiness, we shall not see the Lord (Hebrews 12:14).

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    Jewish Rabbis have publicly announced that their Messiah will be revealed in the coming years who will be a leader and spiritual guide to all nations, gathering all religions under the worship of one God.

    Biblical prophecy tells us that this Jewish Messiah who will take the stage will be the antichrist “who opposes and exalts himself above all that is called God or that is worshiped, so that he sits as God in the temple of God, showing himself that he is God” (2 Thessalonians 2:4). For a time he will bring about a false peace, but “Therefore when you see the ‘abomination of desolation,’ spoken of by Daniel the prophet, standing in the holy place (Matthew 24:15)…then there will be great tribulation, such as has not been since the beginning of the world until this time, no, nor ever shall be” (Matthew 24:21).

    More importantly, the power that runs the world wants to put a RFID microchip in our body making us total slaves to them. This chip matches perfectly with the Mark of the Beast in the Bible, more specifically in Revelation 13:16-18:

    “He causes all, both small and great, rich and poor, free and slave, to receive a mark on their right hand or on their foreheads, and that no one may buy or sell except one who has the mark or the name of the beast, or the number of his name.

    Here is wisdom. Let him who has understanding calculate the number of the beast, for it is the number of a man: His number is 666.”

    Referring to the last days, this could only be speaking of a cashless society, which we have yet to see, but are heading towards. Otherwise, we could still buy or sell without the mark amongst others if physical money was still currency. This Mark couldn’t be spiritual because the word references two different physical locations. If it was spiritual it would just say in the forehead. RFID microchip implant technology will be the future of a one world cashless society containing digital currency. It will be implanted in the right-hand or the forehead, and we cannot buy or sell without it. Revelation 13:11-18 tells us that a false prophet will arise on the world scene doing miracles before men, deceiving them to receive this Mark. Do not be deceived! We must grow strong in Jesus. AT ALL COSTS, DO NOT TAKE IT!

    “Then a third angel followed them, saying with a loud voice, “If anyone worships the beast and his image, and receives his mark on his forehead or on his hand, he himself shall also drink of the wine of the wrath of God, which is poured out full strength into the cup of His indignation. He shall be tormented with fire and brimstone in the presence of the holy angels and in the presence of the Lamb. And the smoke of their torment ascends forever and ever; and they have no rest day or night, who worship the beast and his image, and whoever receives the mark of his name” (Revelation 14:9-11).

    People have been saying the end is coming for many years, but we needed two key things. One, the Third Temple, and two, the technology for a cashless society to fulfill the prophecy of the Mark of the Beast.

    Visit http://WWW.BIBLEFREEDOM.COM to see proof for these things and why the Bible truly is the word of God!

    If you haven’t already, it is time to seek God with all your heart. Jesus loves you more than you could imagine. He wants to have a relationship with you and redeem you from your sins. Turn to Him and repent while there is still hope! This is forever…God bless!

    “EITHER HUMAN INTELLIGENCE ULTIMATELY OWES ITS ORIGIN TO MINDLESS MATTER OR THERE IS A CREATOR…” – JOHN LENNOX

    We all know God exists. Why? Because without Him, we couldn’t prove anything at all. Do we live our lives as if we cannot know anything? No. So why is God necessary? In order to know anything for certain, you would have to know everything, or have revelation from somebody who does. Who is capable of knowing everything? God. So to know anything, you would have to be God, or know God.

    A worldview without God cannot account for the uniformity and intelligibility of nature. And why is it that we can even reason that God is the best explanation for this if there is no God? We are given reason to know or reject God, but never to know that He does not exist.

    It has been calculated by Roger Penrose that the odds of the initial conditions for the big bang to produce the universe that we see to be a number so big, that we could put a zero on every particle in the universe, and even that would not be enough to use every zero. What are the odds that God created the universe? Odds are no such thing. Who of you would gamble your life on one coin flip?

    Is there evidence that the Bible is the truth? Yes. Did you know that the creation accounts listed in the book of Genesis are not only all correct, but are also in the correct chronological order? That the Bible doesn’t say the Earth was formed in six 24-hour days but rather six long but finite periods of time? That the Bible makes 10 times more creation claims than all major “holy” books combined with no contradictions, while these other books have errors in them? The Bible stood alone by concurring with the big bang saying, “In the beginning God created the heaven and the earth” (Genesis 1:1); and says our universe is expanding, thousands of years before scientists discovered these things. Watch a potential life-changing video on the website listed below with Astronomer(PhD) Hugh Ross explaining all these facts based on published scientific data. He has authored many books, backed even by atheist scientists.

    Jesus came to pay a debt that we could not; to be our legal justifier to reconcile us back to a Holy God; only if we are willing to receive Him: “For the wages of sin is death…” (Romans 6:23).

    God so loved the world that He gave us His only begotten son, so that whoever believes in Him, through faith, shall not perish, but have everlasting life. Jesus says if we wish to enter into life to keep the commands! The two greatest commands are to love God with all your heart, soul, strength, and mind; and your neighbor as yourself. All the law hang on these commands. We must be born of and lead by the Holy Spirit, to be called children of God, to inherit the kingdom. If we are willing to humble ourselves in prayer to Jesus, to confess and forsake our sins, He is willing to give the Holy Spirit to those who keep asking of Him; giving us a new heart, leading us into all truth!

    Jesus came to free us from the bondage of sin. The everlasting fire was prepared for the devil and his angels due to disobedience to God’s law. If we do the same, what makes us any different than the devil? Jesus says unless we repent, we shall perish. For sin is the transgression of the law. We must walk in the Spirit so we may not fulfill the lusts of the flesh, being hatred, fornication, drunkenness and the like. Whoever practices such things will not inherit the kingdom (Galatians 5:16-26). If we sin, we may come before Jesus to ask for forgiveness (1 John 2:1-2). Evil thoughts are not sins, but rather temptations. It is not until these thoughts conceive and give birth by our own desires that they become sin (James 1:12-15). When we sin, we become in the likeness of the devil’s image, for he who sins is of the devil (1 John 3:8); but if we obey Jesus, in the image of God. For without holiness, we shall not see the Lord (Hebrews 12:14).

    The oldest religion in the world is holiness through faith (James 1:27). What religion did Adam and Eve follow before the fall? Jesus, Who became the last Adam, what religion does He follow? Is He not holy? He never told us to follow the rituals and traditions of man but to take up our cross and follow Him (Luke 9:23). There are many false doctrines being taught leading people astray. This is why we need the Holy Spirit for discernment. Unlike religion, holiness cannot be created. It is given to us from above by the baptism of the Spirit. Jesus is more than a religion; He is about having a personal relationship with the Father. Start by reading the Gospel of Matthew, to hear the words of God, to know His character and commandments. Follow and obey Jesus, for He is the way, the truth, and the life!

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