Empathy has become an increasingly valuable skill in today’s fast-paced and interconnected world, particularly in the customer service industry. We believe fostering empathy among our employees is vital for delivering exceptional service and building strong customer relationships. Inspired by Brené Brown’s enlightening video on empathy, we will explore how we can teach and cultivate empathy within our organization.

Understanding Empathy: Empathy is the ability to understand and share another person’s feelings. It goes beyond sympathy, which involves feeling sorry for someone. Empathy requires actively putting ourselves in someone else’s shoes, acknowledging their emotions, and responding with compassion and understanding.

Brené Brown’s Insights: In Brené Brown’s insightful video on empathy, she emphasizes three key elements that cultivate empathy: perspective-taking, staying out of judgment, and recognizing emotions.

1. Perspective-Taking: Encourage employees to genuinely understand the perspectives of others by actively listening and seeking to comprehend their experiences. Remind them to put aside their assumptions and biases, embracing the diversity of thoughts and backgrounds among their colleagues and customers.

Action Point: Organize role-playing activities or simulations where employees can practice taking on different perspectives and responding empathetically.

1. Staying out of Judgment: Create a culture of non-judgment within our organization, where employees feel safe expressing their thoughts and emotions. Judgment can hinder empathy by creating barriers and biases. By fostering an environment of open-mindedness and acceptance, we can encourage employees to connect on a deeper level with others.

Action Point: Conduct workshops or team discussions to raise awareness about unconscious biases and the importance of suspending judgment. Provide tools and resources to help employees challenge their preconceived notions.

1. Recognizing Emotions: Empathy involves recognizing and validating the emotions of others. Encourage employees to develop emotional intelligence and become more attuned to non-verbal cues, body language, and tone of voice. Employees can create a supportive and empathetic environment by acknowledging and validating emotions.

Action Point: Offer training sessions on emotional intelligence, active listening, and effective communication techniques. Provide empathy cards or emotion-focused exercises to help employees identify and express emotions.

Here are 2 methods to help train empathy in the BPO setting:

AER Method: AER stands for Acknowledge, Empathize, and Respond. It is a simple yet effective framework for demonstrating empathy in customer interactions.

Acknowledge: Acknowledge the customer’s emotions or concerns by actively listening and validating their feelings. Let them know that you understand their perspective and that their emotions are valid.

Example: “I understand this situation is frustrating for you, and I apologize for the inconvenience caused.”

Empathize: Put yourself in the customer’s shoes and express empathy by showing that you genuinely care about their experience. Try to understand their emotions and respond with compassion.

Example: “I can imagine how disappointed you must be. I would feel the same way if I were in your situation.”

Respond: Respond to the customer’s concerns or issues with a helpful and compassionate attitude. Offer solutions, reassurance, or assistance to address their needs effectively.

Example: “Let’s work together to find a solution that resolves this matter for you. I’m committed to helping you until we get this resolved.”

CARE Method: CARE stands for Connect, Assess, Relate, and Engage. This method focuses on building a solid rapport with the customer and understanding their needs to respond empathetically.

Connect: Establish a connection with the customer by greeting them warmly and showing genuine interest in their situation. Build rapport and create a positive atmosphere for the conversation.

Example: “Good [morning/afternoon/evening]! Thank you for calling [Company Name]. How may I assist you today?”

Assess the customer’s concerns or issues by actively listening and asking clarifying questions. Understand their specific needs and gather relevant information to provide tailored support.

Example: “Could you please provide me with more details about your problem? I want to make sure I have a clear understanding of the situation.”

Relate to the customer’s situation or emotions by drawing upon your own experiences or the shared experiences of others. Show understanding and empathy based on common ground.

Example: “I understand how frustrating it can be to encounter this issue. Many customers have faced similar challenges, and I’m here to assist you in resolving them.”

Engage: Engage with the customer by actively involving them in problem-solving. Collaborate to find solutions, address concerns, and ensure their satisfaction.

Example: “Let’s work together to find the best solution for you. I’m committed to resolving this issue and ensuring you have a positive experience with our company.”