What are the 'ingredients' of good customer service ? To answer this question, brazil whatsapp data we can mention many aspects that companies must take into account, such as ease of listening, agility of response, personalised attention or the ability to take the initiative. However, only a few are considered fundamental for the vast majority of companies; and among them is, without a doubt, empathy .
Include it in the company values
In order for your employees to be empathetic during their working hours, your company must also be empathetic. If you prioritise this virtue and include it in your philosophy, it will soon become part of your know-how and your operators will see it as normal. However, it is important to surround it with other compatible values, such as respect, honesty and responsibility !
Create a compatible work environment
Empathy should not only be used with customers, it must also be practiced within the company itself . If we respect the previous point, it will be easier for the Call Center environment to be empathetic, although its own managers and supervisors must be the first to set an example in order to understand the emotions of their employees.
Encourage listening
We have already mentioned that listening is the first step to being able to empathize. But it is not possible to do so if the work environment is too noisy or uncomfortable for the agent. Therefore, the worker must be able to concentrate properly in order to be prepared and offer the customer the best possible service.
Relying on technology
In order for operators to demonstrate empathy for customers, they need to know how to help them. And to do this, they can use technology, such as a CRM to better manage information or Artificial Intelligence (AI) to help them always find the best solution .
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