How to show empathy when customers complain

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How to show empathy when customers complain

How to show empathy when customers complain

What is Empathy?


Empathy refers to the ability to feel and understand the feelings of others. Empathy is the ability to put yourself in another’s shoes and see the problem from their perspective.

Empathy is defined by the dictionary as “the act of understanding, being sensitive and vicariously experiencing others’ feelings, thoughts and experiences.” This is essential in customer service. It means that you must put yourself in the shoes of your customer. And simultaneously, being able to understand their needs and address them with a unique understanding.

Empathy is a quality of customer service that allows you to put yourself in the shoes of your customer to help them understand their problem and provide the best solution.

Empathy is one thing in life that minimalism can’t be applied to. This is not a “less is more” mentality. Encourage your team members to use these phrases in their daily work. Everyone benefits from empathy in customer service. Empathy in customer service helps customers feel valued and heard. It also boosts key customer metrics. And it makes your support staff feel proud of the work they do each day.

Empathy is important in customer complaints

These are the benefits of empathy statements when it comes to customer service and compassion.

Sales conversions increase – Understanding your customers’ needs requires that you reflect on their fears, wants, and pain points. How can your sales team explain to your customers how your products and services will fit into their lives if they don’t understand your customers? This is where empathy can make a difference in business.

Increased empathy and helping behavior – Empathy helps us understand the feelings of others so that we can react appropriately. Empathy is often associated with social behavior and research shows that empathy is linked to better helping behaviour.

More Productive – Using empathy to understand the feelings and thoughts of others without trying to fix or change them, the person feels more valued as a person. People feel secure when they feel valued. They feel valued and important. This allows them to be their best selves and allow them to do their job. Employees are more productive when they feel valued.

There are many ways to show empathy for customer complaints

Customer service is still defined by empathy. Empathy is still defined as the ability or willingness to listen to and feel what others are feeling. For a better understanding, let’s take a look at empathy in customer service.

#1 Active listening

Listen to your customers and let them speak. Don’t jump to conclusions. Don’t offer a solution until they have finished telling you about their problem. Allow them to finish their conversation and then respond in the same way they did. Customers sometimes want to vent. Customers will only solve half of their problem if they feel heard.

#2 Listen to your customer

If a customer expresses frustration, misunderstandings, excitement or any other emotion, but doesn’t feel that you get it, it could be interpreted as rejection or even create tension in your conversation.

#3 Enter empathy statements.

Empathy statements can be used to show a customer you are sensitive to their concerns, needs, and feelings. These statements show that you are invested in helping the customer solve their problem, answering all of their questions and providing a positive experience.

#4 Recognize your emotions

It can be difficult to recognize the emotions of customers over the phone. Advisors can be placed on the backfoot during contacts because they are unable to read the facial expressions or body language of customers to understand their feelings. When speaking, pay attention to the pitch, volume and pace of the customer.

#5 Apologize Sincerely

Empathy customer service is built on the foundation of empathy. Too often, however, customers are unable to accept apologies. They can ruin any attempt at empathy and leave customers with a bad taste.

#6 Be polite

Even if the customer isn’t being polite, be polite. Customers who are out of control will only make their dissatisfaction worse. Be friendly and let the customer vent while you try to find a solution.

#7 Authenticity

Be honest and genuine. Resentment and anger can be increased by using generic empathy phrases that are not authentic. It is better to be positive, calm, and natural than to have the exact phrase right. Authenticity is using a natural tone and less formal speech.

#8 Empathy at work

We’ve already mentioned that a customer’s experience includes every interaction they have with you. Each of these interactions can have a significant impact on a customer’s experience with your company. You are in a unique position to strengthen this relationship.

#9 Maintain trust and build it

First, show customers who are having difficulties that you care about them and let them know you understand their problem. Make sure to have all the information you need and any order history about an angry customer. This will let the customer know that you are confident and capable. Communicate openly with your customer. You might be able to empathize with them by giving them a behind the scenes view.

Last Thoughts

Do you ever complain about poor customer service? It is refreshing to find a customer service representative who truly cares about your situation. Customer service is an important differentiator in a highly competitive market. Good customer service representatives are able to empathize and understand their customers. They can also reflect that in conversations with customers.


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