During uncertain times this last year and a half, customer behavior has changed. It’s time to think about how customer service needs to evolve accordingly. What has already become evident is that customer-facing representatives will need to develop a deeper understanding of clients’ needs. And moving forward, service strategies will need to reflect the understanding of those needs.
The pandemic raised worries for many consumers and their stress reached record levels. When that consumer goes to make a purchase, the situation requires a highly-trained individual that knows how to communicate, has the information the customer desperately needs and conveys all the information in a warm and friendly, yet highly knowledgeable manner. Empathy and customer service are now intertwined more than ever.
Contact Center Roles
Consumer behaviors often dictate how contact centers approach their roles in strengthening relationships. Consumer expectations have drastically changed over the last 18-plus months and contact centers are re-envisioning the job of the agent.
Agents are often thought of as problem solvers first. But now it is also important that they have the ability to actively listen to what customers are saying, respond with compassion and navigate what can be complex and emotional situations.
Empathy is the catchword getting much use in contact centers today. According to an article by an integrated marketing communications specialist, empathy is a “critical element to any relationship, including the one between a brand and its customers.”
The Importance of Empathy
Delivering a positive customer experience is the goal of all high-functioning contact centers and empathy is key to meeting that goal. Agents that are understanding of an upset customer can take a negative situation and turn it into a positive one, and the customer will remember that.
Empathy is also what keeps customers around longer because when they are met with empathy, the brand is essentially proving the customer’s value, which is powerful for customers. The improved loyalty results in return business.
Partner With a Nearshore Contact Center
At Protel BPO, we only hire people who have a talent for communication. Located in Belize where the residents are known for their warmth and genuine interactions, empathy comes easy. When our agents interact with your customers, they are sincere and helpful. They know how to deliver the right words because they go through vigorous training programs, but they deliver those words with sincerity.
Contact us and find out more about how we provide our clients with the best customer service, giving them the information they need, but at a competitive cost.