“In the language of the visual web, when we share a video or an image, we’re not just sharing the object, but we’re sharing in the emotional response it creates.” ~Google’s Abigail Posner
We expect our health care professions to be empathetic to us. Do we expect the same from a grocery store or customer service centre?
Call centres have a reputation for being the antithesis of empathetic. They’re thought of as canyons of cubicles occupied by robots processing assembly lines of callers. Or is that telemarketing centres?
Why is empathetic service so important?
Yes, people who call you with a problem want you to solve it. But how we get to that solution is also important. Customers want to be listened to. They want to be validated.
Benefits of showing empathy and emotional support:
Better understanding of needs
Better conflict resolution
Better business culture
You can’t fake empathy. Unless you’re a sociopath or politician, people will see it as condescension.
Did you know we can practice empathy?
“Empathy is a cognitive attribute, not a personality trait.” – Dr. Mohammadreza Hojat
7 ways to exercise your empathy.
– Listen and don’t interrupt.
– Be present when you are with people and tune into non-verbal communication.
– Smile at people.
– Use people’s names and encourage them.
– Try to empathize with people whose beliefs you don’t share.
– Give genuine recognition.
– Challenge yourself to have a deeper conversation with a colleague.
Ray Hiltz is Director of Virtual Reality for i24 Call Management Solutions. He's passionate about using collaboration to build a better workplace, country and world.
His ongoing challenge is to strike a balance between the digital and the real world. So far, it's proving difficult.
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