Strategies for Practicing Empathy in Customer Interactions

Customer Empathy in CSMs, Part 1 This week, I was asked how to increase the empathy skills of CSMs. From my experience, instilling and growing empathy with the CS teams is all about leadership style. 1.  It's about giving your team the time and space to work with their customers effectively. 2.  Removing challenges that stand in the team's way that takes away from being proactive. 3.  Advocating for the team across the company. 4.  Championing and sharing the wins and outlining learnings/challenges/failures. 5.  Meeting 1:1 with all global team members at least quarterly to see how they are doing as people, not job performance. 6.  As a leader, periodically join customer calls for just a few minutes to support your team and thank the customer for their partnership. 7.  Building cross-functional feedback loops, especially with product, marketing, sales, and support. 8. Encourage team members to actively listen to customers' concerns, feedback, and stories. 9. Promote an environment where listening to each other within the team is equally valued. 10. Having support and customer success teams shadow each other to witness customer interactions directly. 11. Empathy training and workshops; empathy is a core value. 12. Role-playing exercises to simulate customer interactions, helping team members understand different customer perspectives and scenarios. 13.  Develop, review, and iterate detailed customer personas and map customer journeys to help the team understand the various touchpoints and challenges customers face.   14.  Share customer testimonials at all-hands meetings, or better yet, have a customer share live. 15. And, yes, then the passion for empathy and the driving actions become adopted by other teams as they witness its value from cross-functional initiatives. Graphic credit: USEReady #customersuccess #leadership #empathy #csm

Struggling to regain control during a customer's rant? 😓 I've got a powerful technique that'll help you smoothly transition from listening to problem-solving! Let's talk about the "Snatch and Flip" method. It's a game-changer for guiding heated conversations towards resolution. Here's how it works: Listen actively 👂 - Focus on understanding the customer's core issue - Pay attention to repeated themes or concerns Identify the main pain point 🎯 - What's the customer mentioning most frequently? - Look for emotional cues (e.g., frustration, inconvenience, wasted time) Snatch and flip 🔄 - Acknowledge the key concern - Transition smoothly into problem-solving mode For example: Customer: "I can't believe this rental car broke down! My kids are tired, hungry, and we're missing a funeral. This is unacceptable!" You: "I'm so sorry you're experiencing this frustration. Let's get you and your kids back on the road as quickly as possible. I'm sending a tow truck with a new rental car right away. Can you give me your exact location?" See how it works? You've acknowledged their main concern (the kids' discomfort) and immediately shifted to a solution. Remember, the goal isn't to interrupt - it's to show you've truly heard their concerns and are ready to help. This technique keeps both empathy and efficiency in balance. Next time a customer starts venting, try the Snatch and Flip method. You might be surprised at how quickly it can turn a heated rant into a productive conversation! What's your biggest challenge when dealing with upset customers? Share your thoughts below! 👇

The Meaning of Communication Is the Response You Get In my previous post, I talked about resilience and adaptability. Today, I want to explore how Customer Experience (CX) and Neuro-Linguistic Programming (NLP) work together to create impactful and lasting customer interactions. As both a CX professional and NLP Master Practitioner, I’ve learned that it’s not just about metrics like NPS or CSAT; it’s about understanding the deeper reasons behind how customers speak and act, especially when they are upset or angry. This is where one key NLP presupposition comes into play: “The meaning of communication is the response you get.” In CX, it’s crucial to realize that no matter how well-intended our communication is, the true measure of success lies in the customer's response. Their reaction—whether positive or negative—determines whether we’ve succeeded in delivering a positive experience. Here’s how applying NLP principles can elevate CX, particularly when it comes to building rapport with angry customers: Active Listening: When a customer is upset, they often want to feel heard and validated. By actively listening—not just to their words but to their tone and emotions—we can better understand their frustrations. This approach shows that we genuinely care about their concerns, which can help defuse anger and create a sense of connection. Empathy and Validation: Acknowledging a customer's feelings is crucial. Phrases like, “I understand why you’re upset” or “That sounds really frustrating” can go a long way. This validation reassures them that their emotions are recognized and that we are on their side, working towards a resolution. Mirroring and Matching: Subtly mirroring the customer’s tone and body language can create a sense of rapport. If a customer is speaking passionately or with frustration, matching that energy (while maintaining professionalism) can help them feel understood. This technique can ease tension and create a more conducive environment. Offering Solutions: Once rapport is established, it is important to focus on solutions to ease the customer’s frustration. “Here is what I can do to fix this” helps shift the conversion from frustration to reassurance. Follow-Up: After resolving the issue, following up with the customer demonstrates that we value their relationship. A simple message to check in shows commitment to their satisfaction and can turn a negative experience into a positive one, strengthening loyalty. Blending CX frameworks with NLP insights doesn’t just improve customer interactions; it also enhances internal communication, leadership, and collaboration, nurturing a truly customer-centric culture. How are you applying human psychology in your customer strategies? Have you had moments where truly understanding a customer’s emotions made all the difference? I’d love to hear your thoughts! #customerexperience #strategicgrowth

Most marketers approach empathy like a checkbox exercise: “𝗜𝗱𝗲𝗻𝘁𝗶𝗳𝘆 𝗽𝗮𝗶𝗻 𝗽𝗼𝗶𝗻𝘁𝘀. 𝗔𝗴𝗶𝘁𝗮𝘁𝗲 𝘁𝗵𝗲𝗺. 𝗦𝗲𝗹𝗹 𝘁𝗵𝗲 𝘀𝗼𝗹𝘂𝘁𝗶𝗼𝗻.” Sounds strategic, doesn’t it? But here’s the hard truth: People can tell when your “empathy” is a strategy. Imagine this: A struggling business owner reads your ad about their challenges. The words are clever, the message on point, but something feels... off. Why? Because your concern doesn’t feel genuine; it feels rehearsed. Here’s what most miss: Your audience isn’t looking for clever. They’re craving connection. 𝗔𝘀𝗸 𝗬𝗼𝘂𝗿𝘀𝗲𝗹𝗳: 🧠 Are you really listening, or just waiting for your turn to sell? 🧠 Can you genuinely empathize without turning their pain into a “selling hook”? 🧠 When was the last time you spoke to a customer, not to pitch, but to understand? What I Do Differently: 💡 𝗦𝘁𝗮𝗿𝘁 𝘄𝗶𝘁𝗵 𝗦𝗶𝗹𝗲𝗻𝗰𝗲: Instead of jumping to conclusions, I ask open-ended questions and then truly listen. 💡 𝗪𝗿𝗶𝘁𝗲 𝗧𝗵𝗲𝗶𝗿 𝗦𝘁𝗼𝗿𝘆, 𝗡𝗼𝘁 𝗠𝗶𝗻𝗲: When I craft marketing messages, I strip out all mentions of “solutions” first. I focus solely on mirroring their struggles. 💡 𝗟𝗲𝗮𝗱 𝘄𝗶𝘁𝗵 𝗩𝗮𝗹𝘂𝗲: Before selling, I offer insights that can help right now. No strings attached. No lead magnet download. Just actionable value. 𝗖𝗮𝘀𝗲 𝗶𝗻 𝗽𝗼𝗶𝗻𝘁: One of our clients in the coaching space was struggling to engage their audience. Instead of rebranding their offer, we rewrote their messaging around stories from real clients. The result? Their engagement tripled and trust soared. What Happens When You Truly Empathize? People feel seen. They start to trust you. And trust? That’s when they invite you into their journey. Because here’s the kicker: Your best sales tool isn’t your solution. It’s the trust you build before you even mention it. Ready to Build That Trust? Here’s a challenge: Write down your audience’s biggest struggles. Now, remove all mention of solutions or your business. Just focus on their experience. Feel stuck? Share your results below; I’ll help you refine it. Remember: Authentic empathy isn’t a tactic. It’s the foundation of everything. Let’s create trust that actually transforms. 👇

I saw a masterclass in empathy. A customer at Raw Juice in Boca Raton hands Alexa, the manager, a coupon. The problem? The coupon is from another Raw Juice. And since each store is independently operated, the coupon isn't valid. Here’s how Alexa responded: “Thank you for coming back. I know this isn’t something you want to hear. Since each Raw Juice is independently owned, coupons aren’t transferable. You couldn’t have known that, I will apply the discount anyway.” Customer: “Wow! Thank you!” Alexa: “My pleasure. Our app applies discounts automatically without you having to lug coupons around. If you’d like, I can show you how it works.” Customer: “That would be great.” Brilliant. Here’s why: (Appreciation) “Thank you for coming back.” (Neutralize negative emotions by labeling them. Chris Voss calls this an accusations audit.) “I know this isn’t something you want to hear.” (Clarity) “Since each Raw Juice is independently owned, coupons aren’t transferable.” (Validate) “There’s no way you could have known that, so that I will apply the discount anyway.” (Illuminating a benefit while letting the customer decide) “Our app applies discounts automatically without you having to lug coupons around. If you’d like, I can show you how it works.” Knowing how to deliver “bad news” in a way that lowers resistance is a good skill to master.