The importance of empathy in customer service??

Empathy is defined as the ability to understand

https://youtu.be/1E39jpNN9eQ
what other people are feeling, connect with those
emotions, and respond with compassion.
This is especially important in today’s e-commerce
environment where customers have higher
expectations than ever before and are more aware of
where their money goes. They might be okay with
longer shipping, but they still expect fast, thorough,
and compassionate customer service – which usually
determines if you will ever see them in your store
again.
They have so many different options to choose from
that jumping from one brand to another has never
been easier.
In fact, 63% of consumers in India would switch
companies because of poor customer service.
 Sympathy Vs Empathy
The difference between sympathy and empathy in customer
service
Sympathy brings you too close to the problem you’re trying
to solve – it's more like taking on another person’s emotions
gives a “victim” position to your customer.

Sympathy can look unprofessional and harm your brand

image - Since emotions can take the lead, you might lose their
trust and appear unconfident about your products or services.

Sympathy can prevent you from doing your best job- Getting
too emotionally involved in a matter can affect your end result,
and not in a good way.

Empathy allows you to show that you care and genuinely understand the problem but without getting
emotionally involved. This is what brings the best result in customer service – empathy helps to see
things from another person's perspective while keeping a cool head.
 How to improve customer service empathy

 Acknowledge your customer’s concerns

 Practice active listening
 Look at things from your customer’s perspective
 Overcome your biases
 Use positive language
 Try to create a genuine connection

How to express customer service empathy

 Acknowledge customers’ feelings
 Uncover what’s important
 Put yourself in your customer’s shoes
 Maintain positivity
 Provide suggestions
 Make customers feel appreciated

https://youtu.be/khitCEJHzH4
The 5 Rules for Measuring and Managing
Customer Emotions

1.Be specific.
2.Define which emotions drive the most value for
you.
3.Measure the specific emotions across the customer
journey.
4.Design the emotions into your journey maps.
5.Train your people on how to evoke emotions.
20 emotions that drive and destroy value
Destroying Cluster: When you evoke these emotions,
people will spend less with you, will give you lower
scores, and will lose loyalty, etc., and all the other things
you don't want for your Customer Experience.
Attention Cluster: These emotions are what marketing
tries to evoke. They get customers' attention and draw
them in. These are essential emotions to evoke, but it is
important to note that they do not lead to long-term
spending on their own.
Recommendation Cluster: If the customer feels these
emotions, then they will likely stay a bit longer, spend
more, and be a good customer.
Advocacy Cluster: People often ask what the difference is
between Recommendation and Advocacy.
Recommendation means that people will tell their friends
about you when you ask. Advocacy means that people will
tell their friends about you without being asked. Advocacy
is more proactive than Recommendation.
4 Ways to Measure Customer Emotion

 Determine who, where, and how often. Targeting

based on customer action is essential to success in
measuring customer emotion. ...
 Focus on expressed sentiment. ...
 Quantify the “why” behind shifted sentiment. ...
 Measure customer emotion and customer sentiment
separately.
Net Promoter Score

Net Promoter Score (NPS) is a simple, yet effective metric that measures customer
satisfaction and loyalty by asking one key question: “How likely are you to
recommend our company/product/service to a friend or colleague?”. Based on their
responses, customers are grouped into Promoters, Passives and Detractors, with
NPS being the difference between the percentage of Promoters and Detractors.

Promoters (9-10): Loyal enthusiasts who will most likely recommend your
business to others and help attract new customers.

Passives (7-8): Although satisfied, these customers are not devoted to your brand
and may easily switch to a competitor if a better offer is on their radar.

Detractors (0-6): Unhappy customers who may affect your business reputation and
growth through negative word-of-mouth.