Looking through Lens of Customer

People are getting tired and you can see the exhaustion in their faces and hear it in their voices.

Some are tired from the lockdown of the virus, the worry of the virus, losing their incomes, feeding their families, the protests, the fear of the future, etc. When you have a customer that expresses such a feeling through a comment or their facial expression, sometimes the difference between delivering a satisfactory customer experience vs. a great customer experience is just acknowledging those feelings. Letting people know you care and are willing to look through their lens can go a long way.

Here are some helpful phrases to communicate understanding and empathy. The key is listening to your customer and then sincerely responding with an appropriate reply perhaps starting with one of these phrases:

• Thank you for bringing this to our attention…

• I know we can help you…

• You were good to catch this problem…

• I can understand what you are saying about the situation…

• Yes, I see your position…

• I initially felt just as you do about it…

• I want to help you…

• Quite a few people feel that way…

• It does seem like it could be interpreted that way…

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