Cómo Expresar Empatía en Atención al Cliente

Clase 4 de 17 • Curso de Inglés para Servicio al Cliente

Resumen

¿Cómo ayudar a clientes frustrados por problemas con el servicio?

En el mundo del soporte al cliente, es común encontrarse con llamadas de clientes frustrados debido a problemas con reservas, productos que no llegan a tiempo o sitios web que fallan. Enfrentar estas situaciones con empatía es crucial para mantener relaciones positivas y resolver los conflictos de manera efectiva. Veamos cómo puedes mejorar tus habilidades de atención al cliente mostrando entendimiento y proponiendo soluciones adecuadas.

¿Por qué es importante la empatía en el servicio al cliente?

La empatía es clave para manejar situaciones difíciles con clientes. Cuando muestras que comprendes cómo se sienten, estás más cerca de encontrar una solución juntos. Usar expresiones que transmitan comprensión y disculpas genuinas puede cambiar significativamente la dinámica de la conversación.

Expresiones de empatía: "Entiendo su frustración" y "Le pido disculpas por las molestias" son frases poderosas que muestran que estás del lado del cliente.
Lenguaje positivo: Palabras como asunto en lugar de problema pueden suavizar la negatividad y abrir la puerta a una solución.

¿Cómo responde un agente eficiente ante un problema?

Imagina que recibes una llamada de un cliente que ha esperado su pedido por tres semanas. Aquí es donde tu habilidad para manejar la situación puede brillar. Observa la conversación:

Recepción del problema: "Entiendo su problema, señor Halliday. Permítame verificar la información".
Reconocimiento de la frustración del cliente: "Entiendo su frustración. Me disculpo por las molestias".

Al proponer una acción, como verificar con el equipo para acelerar la entrega, demuestras iniciativa y disposición para solucionar el inconveniente.

¿Cómo practicar el desarrollo de estas habilidades?

Escenario hipotético: Imagina situaciones similares que has enfrentado como cliente y piensa cómo te hubieras sentido si el agente te hubiera mostrado verdadera empatía.
Ejercicio de escucha activa: Escucha cuidadosamente los problemas que mencionan los clientes y repite en tus palabras lo que hayas entendido antes de ofrecer una solución.
Interacción y reflexión: Al final de cada llamada, reflexiona sobre qué funcionó bien y cómo podrías mejorar tu respuesta empática en la siguiente ocasión.

Compartir tus experiencias y leer las historias de otros puede ayudar a entender diferentes perspectivas y mejorar tus técnicas de atención al cliente. Al empatizar con los clientes y prestar atención a sus emociones, no solo te conviertes en un mejor profesional, sino también en alguien que realmente se preocupa por resolver los problemas con eficacia.

Cristian Arias

student•

I have had some bad experiences with CS, specially with internet services providers. I fully understand how frrustated can you feeling when your internet doesn't work and your boss is pushing you to get that issue solve.

But please, as a customer we should never forget that there is a other person of phone's other side.

Irwing Aguilar Carmona

student•

Did you have an issue with service in the past?

Yes, I did.

What was the issue?

I was without internet for three whole months 'cause of my internet provider, and they were still charging me the full amount.

Mauren García

student•

Don't forget to use your polite questions! "Have you ever experienced any issues with the service in the past?" and "Can you tell me what was the issue?"

Just to put in practice what we learned :b

Felipe Fajardo Quintero

student•

Well, there was a time when I was living with my grandparents and I had an internet outage. I was working remotely and after 3 hours of this issue, my boss required me to go to the office because the issue did not seem to be resolved fast enough. I tried to call the internet provider, but the automated menu did not let me speak with a rep and just provided an Estimated time for the issue to be solved, which was a couple of hours later, so I ended up taking a 2-hour trip to the office and owning 4 hours of work. Furthermore, I was so frustrated, and the same happened two days in a row later that week, finally, I decided to change my internet provider.

Manuel Ortiz

student•

I’ve had the experience issue with a product EarPods because I order it and the product just works one EarPod so I sent it back to recover my money, so I recovered it but the product had problems to deliver back to the seller, so I feel frustrated to don’t use the product, I understand how the customers can be frustrated but I recover my money, so at the end I dunno if did deliver the product to the seller

Miguel Angel Cusimayta Evanan

student•

Could you tell me if you've ever experienced any issues with the service in the past?

Yes, I have had some bad experiences with CSR at my university. I sent lots of messages to them about a problem I had with one of my educational documents and they just put me to wait. Currently, I have not received answers from them since 3 weeks ago.

Daniel Rendon Quiceno

student•

Almost two years ago I paid a year's rent in advance because the building management had a sale that month. The offer was: if you paid a full year of rent, you would receive 1 month free and your money would be returned directly to your bank account the following month. So, I paid a year in advance and then when I asked for my money back, the receptionist said, "I'm sorry, you didn't write down the promo code when you signed the contract, so the offer doesn't apply to you." .After I got really angry and she saw my frustration, she again said, "Ummm, I'll check with some department that can solve the problem" and sure enough, they solved the problem the next day. I felt very frustrated because she first said that the offer did not apply to me and I would not receive my money.

Javier Ramos

student•

I can Imagine your face, so the receptionist could find a solution. Jajajaja

Andrés Felipe Barreto Hernandez

student•

What company does Alex work for?

Work for ABC electronics

What is the customer's problem?

The customer asked for an order, but he hasn't received anything yet.

The packege is late.

Explore vocabulary

issue= problem

apologize= sorry

I understand your frustration

I understand how you feel

Andrés Felipe Barreto Hernandez

student•

I used to had the problem with the service because it did not work

Diego Mendez

student•

The last time I had an issue with a service was when I went to my usual barber to get a haircut. I trusted him because he always did a great job, but one day he did it so badly that I had to wear a cap for a week because I looked terrible.

Samuel Acevedo Cadavid

student•

did you have any recent issues with our services that have not beeing solved in a properly way?, yes i did, and what's beeing the constant issue sir, they're beeing teeling me that they solved in the phone calls, but one pass a day or two the same issue came back and they do not give me and definite solution for once and for all

Stid Palacios

student•

Stid, la frase "Oh, I feel you so sorry for hearing that" no es correcta. Para expresar empatía y disculpa, la clase sugiere decir "I understand your frustration. I apologize for the inconvenience" o "I understand how you feel. I apologize for the problem".

Juan Pablo Tibaduiza Calderon

student•

I've had bad experiences canceling internet services because they always follow a customer retention protocol and ask numerous time-consuming questions. In the end, I end up feeling frustrated.

Daniel Steven Carrera Osorno

student•

The customer probably has ordered an electronic device, seeing that Alex works as a customer service representative at ABC Electronics. The customer's problem is the package is three weeks late over its delivery date.

Once, I apply a discount code to an order in a eShop cart, the payment proceed but with full price, which made me get really angry, and disappointed with the sale experience. I had sent many emails until they gave another new discount code for a future shopping try, however, I never use it, and just released a bad review on their Facebook page.

ANA MARIA PAEZ NIÑO

student•

I'm currently in the process of working at a call center, and they say it's better not to mention an emotion unless the customer expresses it. For example, if someone sounds angry but never says they're frustrated, it might be better to say, "I can't imagine how you feel right now."

Javier Ramos

student•

After this course I need a Terapy jejejejeje

Brayan Stiven Marin

student•

One time I had problems with my internet conexion, the service that I own supposed to have 300 megas of download and always in the test I only had like 140 megas, always the same answer when i called, "reboot your router" or another support or action that does'nt anything about it. At the end they send me tecnichal support and at least the problem was solved.

Daniel Humberto Herrera Pernett

student•

One of my bad experiences dealing with customer service agents was when they called me to sell me phone packets that I didnt need or want. This is frustrating for me because they call you, they always try to have you on the phone, and they don't care about your time or your work.

One of my bad experiences dealing with customer service agents was when they called me to sell me phone packets that I didnt need or want. This is frustrating for me because they always try to have you on the phone the longest they can and don't care about your time or your work.

Migdali Crisdalith Bolivar Diaz

student•

I had a bad experience with a clothes store, because they said that my personal information are wrong and canceled my package. At the end, they resolved my problem, but almost I reported them with the Superintendencia :D

Manuel Ortiz

student•

I had the experience issue with a product EarPods because I order it and the product just works one EarPod so I sent it back to recover my money, so I recovered it but the product had problems to deliver back to the seller, so I feel frustrated to don’t use the product but I recover my money, so at the end I dunno if did deliver the product to the seller

Fernando Escorcia

student•

Yes, there was a time when I bought a headset, and after two days of using it, one side died :c

I tried reaching out to the seller, but they told me to look on internet how to solve the issue because apparently it was a software issue and not hardware. So I decided to ask for a charge back and return the products

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