Listening with Empathy

The telephone is one of the most widely used business communication channels, so doubtlessly you and your employees spend a large part of the business day on the phone. Most of this time is likely spent on routine business, some of it might even be pleasant. But every now and again someone in your business is going to have to deal with a difficult caller.

This is especially likely for customer service agents handling complaints. In my work as a trainer, I’ve seen people reduced to tears in the most extreme cases. The sense of removal that the telephone provides dispenses with the politeness normally exercised face to face. Customer dissatisfaction can quickly escalate to anger.

Listening and empathy, however, can help you and your employees prevent this.

First, listen. Dissatisfied customers need an opportunity to vent frustration and you need to hear their side of the story. Provide verbal feedback as you listen by responding with short filler phrases or by asking questions for clarification. Although you may have an agenda that must be followed to make the service call complete, remember that callers must always feel as if you are following their agenda.

Next, empathize. Put yourself in their shoes. A simple apology can be nice, but talk to your dissatisfied customer as if you really feel what they feel.

Here’s a quick example of what I mean. At one of my trainings, I was using an LCD projector that I’d just had repaired. Early in the day, the projector died and I had to rent an expensive replacement from the hotel. I called the repair center to complain, and to this day I remember three things the service agent said to me. “That must have been so embarrassing for you"; "what a shame you met with that unnecessary expense"; and "Mr John, you must be feeling so frustrated and unhappy right now.” She was right on all three counts, but listening to her say them made me feel a lot better.

The telephone allows for anonymity, so callers might be downright rude when provoked. You job on the phone, however, is to prevent turning a dissatisfied customer into an angry customer. Listening and empathy can help you manage emotions and make the telephone an easier tool to work with.