The Importance of Soft Skills in Virtual Receptionist Services
Hi Dear Readers
My insight for the week,
Kids!!!!
Or more to the point – Teenagers
Have you ever wondered to your self if you also magically lost the ability to use your ears, brains and filter when you reached a certain age?
Please don’t tell my 17 year old son this, but I know I did at his age, to a certain degree that is, but he just takes it to a new level.
The dishes get put on top of the dishwasher instead of inside, the dog is expected to fill his own water and food bowls. The towels and dirty washing now reside next to the laundry basket.
Now I deal with a variety of callers on a daily basis, and I pride myself on being an excellent communicator and I show a lot of empathy, unfortunately those skills just do not seem to work on my son.
They are however great for anyone in the business world, so I thought I would share them with you.
I am a brilliant receptionist, and I love working for Turnkey Receptionists.
Empathy is the ability to understand and share the feelings of another person. It is a crucial skill for customer service, as it helps you listen actively and build customer loyalty.
What is active listening?
Active listening is a way of paying attention to what the customer is saying, both verbally and non-verbally. It involves reflecting, clarifying, summarizing, and asking open-ended questions.
Active listening shows that you care about the customer’s needs, concerns, and emotions. It also helps you avoid misunderstandings, resolve conflicts, and provide relevant solutions.
How does empathy enhance active listening?
Empathy enhances active listening by helping you tune in to the customer’s perspective and feelings. It allows you to empathize with their pain points, frustrations, and expectations. It also helps you avoid judgment, bias, or defensiveness.
By empathizing with the customer, you can create rapport, trust, and respect. You can also tailor your responses to suit their situation and preferences.
How does active listening increase customer loyalty?
Active listening increases customer loyalty by making the customer feel valued, heard, and understood. It also improves customer satisfaction, as you can deliver solutions that meet or exceed their expectations. Active listening can also reduce customer churn, as you can prevent or address complaints, issues, or negative feedback.
By listening actively, you can create loyal customers who are more likely to repeat purchases, recommend your brand, and provide positive reviews.
How can you practice empathy and active listening?
To practice empathy and active listening, you need to develop some habits and skills. Before interacting with a customer, prepare yourself mentally and emotionally by clearing your mind of distractions, assumptions, or personal opinions.
Use positive body language and tone of voice, like smiling and nodding. Listen attentively and respectfully without interrupting, arguing, or criticizing. Show interest and curiosity by asking open-ended questions that encourage the customer to elaborate or explain.
Paraphrase and summarize what the customer says to demonstrate that you are listening and understanding. Express empathy and sympathy by acknowledging the customer’s feelings and emotions. Offer solutions and alternatives that explain how you can help them or the options they have.
Lastly, thank them for their time and express your appreciation and gratitude.
What are the benefits of empathy and active listening?
Empathy and active listening have numerous advantages for both you and the customer. Practicing these skills can help you enhance your communication, interpersonal, problem-solving, and critical thinking abilities. Additionally, it can increase your customer service performance, productivity, satisfaction, and loyalty. You can make customers feel valued and heard, as well as exceed their expectations and earn their trust.
Consequently, this can lead to higher sales, referrals, and retention rates, as well as more positive reviews. Therefore, it is clear that empathy and active listening are essential for customer service success.
