When Should You Show Empathy During Phone Calls?

Showing empathy during phone calls is an essential skill for anyone who communicates regularly with others, whether it’s a customer service representative, a salesperson, or even a friend or family member. Empathy is the ability to understand and share the feelings of another person, and it can make a huge difference in the success of a phone call.

In fact, a study by the Harvard Business Review found that customers who felt heard and understood by customer service representatives were more likely to return to the company and recommend it to others. On the other hand, customers who felt ignored or dismissed were more likely to take their business elsewhere.

So, when should you show empathy during phone calls? Here are some tips:

1. When the customer or caller is upset or frustrated

This is probably the most obvious time to show empathy. If someone is clearly upset or frustrated, it’s essential to acknowledge their emotions and show that you understand how they feel. This can be as simple as saying “I can understand why you’d feel that way” or “That sounds really frustrating. I’m here to help you with that.”

2. When the caller is sharing their personal story

When someone is sharing their personal story or experiences with you, it’s important to show empathy and understanding. This shows that you value their feelings and are genuinely interested in helping them. You can do this by actively listening to what they’re saying, asking follow-up questions, and summarizing what you’ve heard to show that you understand.

3. When the caller is emotional or vulnerable

If someone is emotional or vulnerable during a phone call, it’s crucial to show empathy and compassion. This can be particularly important if the caller is sharing sensitive or personal information with you. By showing empathy and understanding, you can help them feel more comfortable and supported.

4. When the caller has a unique or unusual situation

Sometimes, a caller may have a unique or unusual situation that they’re dealing with. This can be a challenging time to show empathy, but it’s essential to try. By showing understanding and flexibility, you can help the caller feel more supported and valued.

How to Show Empathy During Phone Calls

So, how can you show empathy during phone calls? Here are some tips:

• Active listening: Pay attention to what the caller is saying and show that you’re engaged in the conversation. Avoid interrupting or multitasking while on the call.
• Acknowledge their emotions: Validate the caller’s feelings by acknowledging them and showing empathy. For example, “I can understand why you’d feel that way” or “That sounds really frustrating.”
• Ask open-ended questions: Encourage the caller to share more information by asking open-ended questions. This can help you better understand their situation and show that you’re actively listening.
• Show empathy through body language: Even though the caller can’t see you, they can still sense your body language and tone of voice. Make sure to sit up straight, maintain eye contact (even though they can’t see you), and use a friendly and empathetic tone.

Conclusion

Showing empathy during phone calls is an essential skill for anyone who communicates regularly with others. By understanding when to show empathy and how to do it effectively, you can build trust and rapport with your callers, reduce conflict and anxiety, and improve the overall success of your phone calls. Remember, empathy is the key to building strong relationships and delivering exceptional customer service.