From the course: Empathy for Customer Service Professionals
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Explore the role of empathy in customer service
From the course: Empathy for Customer Service Professionals
Explore the role of empathy in customer service
- I was traveling home on one of the busiest travel days of the year. I got to my gate and saw that my flight was canceled. The ticket agent was point of fact, "Your flight's been canceled, a mechanical problem. We can't get you out until Sunday at 10:03 AM." Studies show that for customers, the problem usually isn't the problem. How the problem is handled becomes the real issue. When it comes to aircraft mechanical issues, I've traveled enough to know they can't be ignored. My problem was a lack of empathy toward the change in my travel plans. As an example, I will show you how empathy could have reshaped this issue. Empathy is how you demonstrate concern. Canceled flights are as routine for airlines as missing items are in fast food. But for the customer, the issue can be an inconvenient and emotionally unraveling event. Applying empathy, you can show concern for what you think the customer is feeling. It might sound…
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