STOP BEING THE DR. PHIL OF CUSTOMER SERVICE

Recently I have called two customer service departments to have something resolved. After a few attempts the issues were still unresolved, like many of you, I had spent too much time on the phone with the company. At every point in the conversation that I seemed or sounded frustrated, the customer service representative and the manager acknowledged my empathy with, "I am sorry that happened." They continued with, "I understand how you feel." Really? You really are sorry and understand how I feel, Dr. Phil?

Companies have to stop training their employees to show empathy in such a planned and programmed way. It sounds the same with every company I call. I am sorry to hear that. Sure, they are getting the points in the call quality survey, and leadership is satisfied with their attempts but is it adding any value to the call or the relationship?

Here are a 2 ways to improve this scene:

1. Sound authentic- use a different tone, pitch, and pace during the conversation. This will only happen if managers and leaders are having authentic conversations with their employees rather than having "coaching sessions." Be real.

2. Allow the customer to vent and pause. Once they get it out, the customer will feel much better. Then you can add some empathetic statement of value... but you have to.... PAUSE!

Customers just really want the situation fixed. Remember- solve the problem not the person.