The Difference Between Compassion and Empathy in Customer Service…

Empathy in business is bound to ensure you find more results with potential customers than compassion alone.  Having spent over 5 years as a sounding board to customers in a contact center I know without doubt empathy wins. The ability to understand someone’s frustration and thinking goes along way with connecting and eventually successfully servicing your customer.

People know when you are empathetic and when you are scripting. There is a fluid natural way of talking to someone in customer service while trying to truly understand the problem they present you with. When talking to someone and being scripted there is more of a robotic way of interacting that is stilted and even leaves room for not actively listening. Customers will express their aggravations about the situation at hand and if someone is trying to follow a script rather than communicating openly the customer will know instantly and shut down.

There are pitfalls to acting as if you are empathizing too much. You can sound as if you are a broken record if you continually say “I understand” without articulating their problem back to them proving you understood the situation at hand. Empathy is when you have placed yourself in someone else’s emotional shoes. You can connect and understand the range of emotions they are going through because you are putting yourself figuratively in their place.

Sympathy and compassion are feelings but not as powerful or as compelling as empathy. Compassion is a good tool and is the starting board towards learning to be empathic. You would not be able to truly empathize with someone unless you have first learned to have compassion for your fellow-man. Empathy is a step higher than compassion and sympathy.

Empathy tends to be stronger with those who have similar experiences or a strong imagination. If you have not experienced the same situation but can imagine how you would feel should it occur to you then you can successfully empathize with your fellow human. You are able to connect on a higher level with your customer and truly come from a place where you want to solve their problem and build a true rapport with your customer then the end company of increasing their monetary value.

A truly valuable relationship builds on common ground has nowhere to go but to expand and grow. A real commitment and change can spread as fast as discontent. Happy customers are just as likely to spread the word as upset and angry ones will. Empathy not only enables you to better serve your customers but also will enable you to grow and improve within yourself as you connect and understand those around.

Related Articles

http://www.wisegeek.org/what-is-the-difference-between-sympathy-and-empathy.htm

http://www.differencebetween.net/language/difference-between-empathy-and-compassion/

http://www.feld.com/archives/2014/12/difference-empathy-sympathy.html

http://dictionary.reference.com/help/faq/language/d23.html

http://en.wikipedia.org/wiki/Empathy

http://www.diffen.com/difference/Empathy_vs_Sympathy

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