From the course: Writing Customer Service Emails
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When to empathize
- [Narrator] Quiz time. What's the best thing a customer service agent can give a customer in an email? A printable coupon for 10% off, a free download, a super sweet ooey-gooey apology for a product that didn't work properly? The answer is none of the above. The best thing we can give our customers in an email is our empathy. Empathy is the ability to understand and share the customer's feelings. Empathy shows, we read their emails carefully and we can see the situation from their point of view. Sympathy is, "I feel sorry that this happened to you," but empathy is, "I can understand why you were frustrated when this happened. I would be frustrated too." So now the question is, can you use both sympathy and empathy in an email to a customer? Sure, if the situation calls for it. For example, a customer emails to say that you shipped her the wrong sweater and now she doesn't have a birthday gift for her mom. Your…
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