Are you a business owner looking to improve customer loyalty and engagement? Do you wish you could improve your business's services so your customers are happier?
It might take more than you realize. Customer loyalty and engagement rely on more than quick response times and helpful solutions. While that is necessary, customers also need a certain level of empathy.
When you’re empathetic, you prove you can identify with your customers. You aren’t just there to collect their money. Instead, you connect with them emotionally, letting them know they are more than just a number for your business.
Empathy goes beyond checking all the boxes on your checklist. Instead, it helps you develop long-lasting relationships that naturally help your business grow because of the way your business makes people feel.
So how do you improve customer empathy? Here are a few simple ways.
Improving customer empathy starts with being a good listener. When customers call, they want to be heard. To do this, repeat what customers say, tell them you understand how they feel, and ask what you can do to improve it.
This helps customers feel understood rather than just told that’s how it is. As a result, they’ll feel like they are more than a dollar sign to you and may be willing to accept your solutions.
It’s easy to wear the business owner hat and see things from your perspective, but what if you turned things around? Put yourself in your customers’ shoes. This allows you to feel how they feel and see things from a different perspective.
You’ll come up with solutions they like rather than only solutions that suit your business. Naturally, this will help your business grow because you’ll have more happy customers.
Let them vent even if you don’t want to hear a customer is upset about your business. Tell them to let you know everything they’re thinking. Sometimes just getting it off their chest makes them feel better.
However, you can use the information to improve your services if you truly listen. Don’t just let them vent and then hope it will be okay. Instead, take the constructive criticism to do better so new customers will be happy and less likely to complain.
Anyone who answers your phones should use these strategies to employ customer empathy. This includes yourself and any employees. If you’re worried about your level of customer service and empathy, consider hiring Easybee’s Virtual Receptionists. We employ experts who handle customer calls in many industries.
Each of our professionals utilizes empathy in every phone call and ensures your customers are 100% happy every time they call. Contact Easybee today for a free 15-day trial to see how it can help your business.