For many specialists, it is the most important when it comes to building customer loyalty
As we mentioned last week, one of the pillars on which exceptional customer service is based is empathy. And this does not only imply “being nice,” but is specifically related to the ability to “put yourself in the customer’s shoes” to understand not only the problem they are facing, but also the frustration, urgency, or concern they feel as a result of that problem.
In fact, for many specialists empathy is the most important pillar of all. Why? Because when a customer reaches out, what they are really looking for is not just a solution, but also to feel heard and understood.
Empathy also has an impact in other ways:
- From transaction to relationship: an agent who demonstrates empathy turns a simple transaction (resolving a ticket) into an opportunity to build loyalty. The customer remembers how you made them feel far more than the solution itself.
- Speeding up resolution: by validating the customer’s feelings (for example, by saying “I understand how frustrating it must be not to be able to access your account”), the agent reduces the tension in the conversation. This allows the customer to calm down and collaborate more effectively, leading to a faster and more accurate resolution.
- Active listening: understanding should be prioritized before offering a solution. This is achieved by training agents to ask questions aimed at understanding the impact the problem has on the customer’s day-to-day life.
- Using validating language: by using phrases such as “I’m very sorry you’re going through this” or “I appreciate your patience,” a reassuring message is being conveyed.
- Humanizing the interaction: it’s important to understand that the customer is talking to a person, not a bot. Breaking down the barriers of excessive formality when appropriate helps create a more genuine connection.
At Suricata we always prioritize the human aspect and highlight training as a differentiating element.
That’s why, if you want to know more about Suricata Cx 3.0, don’t hesitate to contact us.
Martin Weidemann is a specialist in digital transformation, telecommunications, and customer experience, with more than 20 years leading technology projects in fintech, ISPs, and digital services across Latin America and the U.S. He has been a founder and advisor to startups, works actively with internet operators and technology companies, and writes from practical experience, not theory. At Suricata he shares clear analysis, real cases, and field learnings on how to scale operations, improve support, and make better technology decisions.