Direct customer service is stressful. However, there are ways of thinking and communicating, customer service tools, that can make your job easier and more rewarding.
A problem or need, even if unsolvable, always has another part—customer’s anger, agitation, or disappointment. Intervention calls for the skill of empathy. Upset customers, no matter the cause, have one thing in common: They want to feel they’re understood. Empathy helps those with whom we interact feel heard. The more deeply they feel heard, the quicker the return to a prior state of calm.This emotional relief is your reward and theirs.
Empathetic responses can be classified by “levels.” The higher the level, the greater the calming effect, lower the least helpful. Use this as a guide to increase positive benefits for the customer and, in turn, have a more positive work experience.
Level 1: Little or no awareness of their feelings – example: “That’s not my fault”
Level 2: Some awareness of feelings – example: “Although, you are upset, I had nothing to do with it.”
Level 3: Accurate reflection of client’s message at the level in which it was given, paraphrasing their words and feelings. – example: “I understand you are concerned about _____, yes, I see that is a problem.”
Level 4: Reflecting not only the accurate message but the underlying feeling – example: “I’m sorry to hear that, it sounds like you are not only disappointed with _____, but also _____.”
Level 5: Accurate reflection, plus underlying feelings in greater breadth and depth, as well as interpretation. – example: “I apologize for any inconvenience, I’m happy to help. I understand you’re dissatisfied with _____. Has _____ also been a difficulty? Please let me know what you would like me to do and I’ll see what I can work out.”
Listen, watch your tone, make customers a part of the solution, and don’t assume -ask. Try to hit level 5 responses with customers. Role play with your team. Before long, you’ll be a customer service dynamo and enjoy your job much more.