Empathy - the Essence of Memorable Customer Service

My career has been defined and driven by the delivery of customer service, on one platform or another. Along the way, I have had the opportunity to effect major impacts on the lives of others, either through the products that I was providing or the consequences of the actions that I completed. To say that this has been a gratifying career is a dramatic understatement.

Being in the customer service business has also taught me a great deal. I have learned what types of actions prohibit, frustrate or impede the delivery of extraordinary service. At the same time, I have identified those habits or characteristics that enhance customer service and how we relate to those whom we feel to be advocates for us.

The most important lesson when our clients make it difficult to do what is in their best interests is to maintain empathy. I frequently encounter clients who have had some form of life experience that prefaced their interfaces with me. They are belligerent, antagonistic, defensive or abrupt, depending on the situation or what life events they have just encountered. What is the lesson? Realize that they have lives that are potentially as full of conflict as we sometimes encounter in ours.

It's very simple to respond to antagonism with defensive behavior or short answers. The fact that we are often anonymous (as in the case of call centers where the client face-to-face event is impossible), often makes it easier for those with grievances to launch those issues without impediment. Again, the challenge is to remain objective, not receiving the criticism on a personal level, even if it appears to be directed in that manner.

There is a place for realism here. Empathy does not substitute for good taste or common decency and if a service provider or client is abusive or obscene, no-one can or should tolerate that level of behavior. On the other hand, I often remind myself that the client who is so negative either has pre-existing issues with my company, has just been rebuked by his or her manager or has just gotten into work after repairing a flat tire. The goal is to solve the problem, improve the customer's situation while doing so effortlessly, gracefully and with dignity.

The conclusion: If you are a client, please understand that the assumption of the provider of goods or services is to provide the very best and most comprehensive attention that he or she can achieve. Keeping that in mind may enhance your ability to state your requirements and objectives and have them met with expedience.

If you are the provider - remember the assumption that your tacit commitment is to maintain your level of integrity and excellence. Be certain that you are focused on your client's needs and request clarification if necessary to satisfy objectives. Realize that you have the ability to impact the client's negative attitude on a profound basis. I have often heard and experienced the fact that very often those who start out on a confrontational basis become cooperative, model clients.

Maintain empathy and respect - for yourself and the other half of the client/provider equation and it is inevitable that the best possible client experience will follow.