Empathy Cues - Abridged Version
About the Course
In this 15-minute PowerMod, Dead Ringers COO Mandie Hungarland delivers actionable insights on the role of empathy in customer interactions. This abridged course offers practical tips to recognize and respond to emotional cues, helping you foster trust and connection in every conversation. Whether you're a seasoned professional or just starting out, these strategies will elevate your customer experience skills.
Key Takeaways
Deathcare Is Life Care: The focus is not on serving the deceased but on supporting the living family members. Empathy is about understanding where the caller is, mentally and emotionally, to guide them toward closure.
Empathy Is a Skill: Empathy is not an inherent feeling but a skill that can be developed and mastered to improve customer interactions and experiences.
Circumstance: Uncover and Acknowledge the Caller’s Story
Recognize the caller’s reason for contacting you. Use open-ended questions to uncover their situation, acknowledge their emotions, and provide informed responses without assumptions.
Undertone: Recognize Vocal Cues
Listen to the caller’s pace and inflection to identify emotions like urgency, sadness, or anxiety. Use mirroring (with balance) to validate their feelings, build trust, and bring emotional stability to the conversation.
Expression: Pay Attention to Nonverbal Sounds
Sounds like sighs, pauses, or exclamations often communicate unspoken feelings. Use these cues to ask clarifying questions and respond with relevant information.
Space: Manage Silences Thoughtfully
Silence during a call can indicate emotions like overwhelm or uncertainty. Allow the caller time to process, but maintain control of the conversation to reassure them of your support.
The Phone Call as a Relationship Builder: The phone call is often the first touchpoint for creating trust, the foundation of long-lasting relationships. How you make callers feel can set you apart from competitors and establish loyalty.
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About the CXpert
Mandie Hungarland
Mandie is fondly referred to as the “Operations Guru” at Dead Ringers and has worked with the company since its inception in 2015—typically running systems and technologies behind the scenes. She pairs her background of telephone customer service and her oversight of Dead Ringers’ phone shops with her personal experience of loss to teach on business success principles—like empathy, gratitude, and ownership—that are often misunderstood or misused. Mandie is particularly passionate about “helping people help people help people” and believes that true success only comes in the service of others.