Customer Empathy

When an emotional customer pops up in front of you, what do you do? Listen to them and deal with their problems, sure. But that might not be enough to make the customer feel understood. Can you be empathetic enough to provide great customer service?

Having customer empathy means that you can recognize and respond to your customers’ feelings. I know. Talking about feelings is a bit…mushy, isn’t it? But there are so many benefits of developing customer empathy. You’ll be able to understand people better, deal with conflict, and notice body language cues. There are also lots of simple techniques you can use to increase empathy in your customer interactions, such as active listening and choosing the right phrases to say.

Customer empathy leads to positive outcomes such as increased customer satisfaction, the ability to resolve conflicts, higher levels of customer loyalty, and it makes employees happy too. It’s such an important skill that we wanted to keep this course very relatable and grounded, while covering both face-to-face customer service and call centre customer service. 

This course uses fantastic animation and interactive activities to guide the learner through customer empathy. It uses question checks and scenario-based questions throughout to offer the learner immediate feedback on what the course has covered. There’s also a split pathway offering a tailored experience for learners in traditional face-to-face roles, and learners in call centre roles, so they can focus on the right techniques.