Your customer is facing a personal crisis. How do you offer empathetic support during their time of need?

Ofereça apoio empático ouvindo atentamente e sem julgamentos, mostrando compreensão e respeito pela situação do cliente. Expresse empatia verbalmente, dizendo frases como "Sinto muito que você esteja passando por isso." Ofereça flexibilidade nos serviços ou prazos para aliviar o estresse adicional. Se apropriado, encaminhe para recursos ou suporte externo que possam ajudar. Mantenha a confidencialidade e siga acompanhando o cliente para mostrar que você se importa genuinamente.

When a customer is upset, active listening is crucial. Give them your undivided attention, acknowledge their emotions, and show empathy. It's not just about hearing their words, but also picking up on subtle cues and unspoken concerns. By doing so, you create a safe and supportive space for them to open up and feel truly heard. This is where connection and trust are born, and it's the first step in turning a negative experience into a positive one.

Ouvir o cliente, dar atenção a ele de modo que ele se sinta ACOLHIDO. São poucas palavras, mas trazem um impacto positivo. O simples, precisa ser praticado.

Give Full Attention: Focus entirely on the customer, giving them your undivided attention. Acknowledge Feelings: Validate their emotions and demonstrate empathy towards their situation. Understand the Gravity: Recognize and appreciate the seriousness of their concerns. Read Between the Lines: Pay attention to non-verbal cues and unspoken stressors. Create a Safe Space: Foster an environment where customers feel comfortable expressing their concerns. Build Connection and Trust: Listening actively helps in establishing rapport and building trust with the customer.

You should always listen to them carefully and try to understand. It may happen that they are old, living alone and cannot get proper help. One small example that I faced- I was in Telecom Domain and got a call asking if we repaired geyser. I asked him if he knew about the geyser company which he was luckily aware of. I searched on google about the helpdesk number of that company and transferred the call to them. Here I had the option to do that hence helped in whatever way I could. In case it is not possible to help them then we have to empathise with them and be patient and make them calm by talking to them. Listening to someone patiently helps the person a lot to calm themselves down.

Respond with Kindness: Show genuine concern and respond with warmth in your communication. Use Empathetic Language: Choose words that convey understanding and comfort. Avoid Dismissiveness: Never belittle or disregard the customer's feelings or situation. Be a Source of Comfort: Offer reassurance and support, even if you can't solve every issue immediately. Show You Care: Demonstrate empathy by listening actively and responding with compassion.

Exactly. Patience is another skill that all customer service representatives should possess. This also applies when dealing with a group of elderly customers. Depending on the age group you're dealing with, if the customers can't understand your explanation, paraphrase it accordingly, or break it down into small chapters and connect them together.

Explain and Repeat: Be willing to explain information multiple times if needed. Allow Time for Emotions: Give them space to collect their thoughts and express their feelings. Avoid Rushing: Refrain from pressuring or hurrying them through the process. Show Reassurance: Provide reassurance that you’re committed to helping them, no matter how long it takes. Stay Calm and Supportive: Maintain a calm demeanor and show empathy throughout the interaction.

Understand the Situation: Take the time to fully grasp the customer’s specific circumstances and needs. Offer Solutions: Propose practical solutions that address their crisis effectively. Be Flexible: Consider bending policies or procedures when appropriate to accommodate their unique situation. Go the Extra Mile: Demonstrate willingness to exceed expectations to support their needs. Act with Empathy: Ensure your actions reflect genuine concern and consideration for their well-being.