Winning Tactics For An Empathic Customer Service Team
Understanding leads to progress and progress leads to understanding.
Empathy has been a buzz word in the service industry. There’s practically an infinite number of articles that talk about it. I understand that as a customer service professional, talking to people about empathy can be super simple, but what’s harder is ensuring that their level of empathy is at least the same as yours.
What is exactly the mystery behind empathy? It’s simple.
It’s all about consistent proper execution.
Empathy for a small team
In the early days of a startup, most people will have the chance to experience a customer-facing role which is an awesome advantage that most founders tend to forget about. Going above and beyond for your customers at the early stage increases your customer’s trust and competitive advantage which can also lead to loyal customers.
Growing an emphatic service team
How can you ensure that your team can continuously provide the same level of empathy?
As your business grows your customers also increase in number which leaves you with no option but, to scale your customer service team. Increasing your service team to even 1 person can be a crucial decision because you want to make sure that as your team grows, the level of empathy they have for your customers will remain consistent.
- Finding the right tools and technology as you scale your team is something you should also invest in. Use tools like FrontApp and Zendesk to easily manage your customer tickets.
- Invest in people. You need to make sure that you hire people with high emotional intelligence, someone that is passionate about making sure that the customer’s needs are met and someone who consistently cares about delivering above and beyond customer experience.
- Reinforce empathy. Make sure that you consistently reinforce a culture of empathy by leading by example. Get to know your team on a deeper level. Create a working environment where people will comfortable talking about their feelings.
Remember, that your customers can be your greatest ally (or enemy) and understanding them and genuinely feeling for them can massively increase their overall experience.
This story is published in The Startup, Medium’s largest entrepreneurship publication followed by 320,924+ people.
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