Deliver Empathy in the Face of Emotion

Maybe it's the irate customer venting their disgust. Maybe it's the confused customer discussing their frustration. Maybe it's the upset customer detailing their ordeal. Whatever the situation, a little empathy can go a long way.


When presented with these emotional customers, if you don't react, you don't respond, customers may think you're like a brick wall - an obstinate obstacle with no concern with their needs. If you argue their points, they stay emotional and think you're (to say it nicely) rude.
When presented with someone who's irate or upset or has a complaint, take the route of empathy. Essentially make a sincere statement that you "can understand your frustration" or "can see how upsetting this must be." In doing that, you're showing your UNDERSTANDING of their emotions. They realize that you're not that brick wall; you're not that rude employee. Instead, you're someone who listens, someone who's understanding. Then maybe their "back" will come down, and their emotions will come down, and it's easier to deal with an issue when it's not coming from an overly emotional person.


But keep in mind we're recommending empathy, not sympathy. Sympathy is more feeling based, like you "feel their pain" or you "know exactly what they're going through." Most people don't like statements of sympathy in situations like this, because you don't know exactly what they're going through. Think of the man who's in the delivery room with his wife; she just gave birth, and he turns to his wife and says "honey, I know exactly what you just went through."
Yikes! That's sympathy. Don't do it. It's too big a risk. That might make them even more mad, even more upset.


Instead, when presented with the emotional customer, use a little empathy to lower the emotions a little.