Expressing Empathy in Customer Service

This week’s topic is about the importance of training Customer Service Professionals (CSPs) on empathy. Invariably, CSPs hear stories from customers where an expression of empathy is the appropriate response. The opportunity to express empathy often comes at the start of the call, and can be challenging. We can’t tell people how to feel; we can’t monitor their feelings; and it’s very unlikely we’ll be able to experience 100% consistency among CSPs in the way they express empathy.

What can we do?

We can have appropriate consistency in expectations, training, and delivery of empathetic expressions. At the end of the day, you never know the battles a customer is fighting outside of the call with you, so it helps to be prepared to express empathy when appropriate. 

Here are some of the questions that might arise when discussing the importance of empathy for customer service: 

Q: Is it appropriate to express empathy in a business environment?  

A: Yes, it is—especially with customers. Expressing empathy helps to make human connections and prevents customers from being treated as tickets, numbers, or cases.

Q: Is there a risk of going overboard and being “too empathetic?”  

A: Yes, there is a risk. Some of the stories we hear push us beyond our training and to a place beyond words. Proper training and practice will help CSPs know what to say and how to say it, so that their expressions of empathy are appropriate. 

Q: What if empathy is interpreted as pity? 

 A: Empathy and pity are not the same. Empathy says, “I feel with you.” Pity says, “I feel sorry for you.” When CSPs express empathy appropriately, it’s as though the CSP and customer are “on the same team.” 

You are encouraged to offer training and support to help CSPs express empathy. If you’d like to make improvements in this area, one idea is to invite a guest presenter with experience in Emotional Intelligence and empathy to train CSPs during Customer Service Week, October 3-7, 2022.