Empathy vs Apology
It is not the same to make an empathy statement than apologizing with the customer. Basically, the main difference is that one makes an empathy statement whenever the customer went through a bad experience, is having issues applying, etc. In other words, we have to empathize if we are not responsible for the customer’s issue. On the other hand, if the customer states that he was informed that the phone would be delivered, but he still did not receive it and the timeframe is past due, we will have to apologize instead of making an empathy statement, because someone from Safelink provided inaccurate information. The same applies if a customer got the account De-Enrolled, because he did not renew, but actually the customer was informed by a Safelink representative that he did not to process the annual recertification.
To sum up, if we are responsible for the customer’s issue, we should apologize, because we provided wrong information which misled the customer, but if we are not implicated in the customer’s issue, then an empathy statement would apply. These are some examples of the correct use of empathy and apology:
Apology:
- Customer: I was told by one of your representatives that I got approved, but now you are telling me that I need to submit proofs. How can that be?
- Agent: I really do apologize for the misinformation. I do not know why the other representative informed you that the account got approved, but to get your account Qualified, you will need to submit valid proofs. I can guide you and provide all the information that you need to submit valid proofs.
Empathy:
- Customer: I would like to apply for the service. I receive low income and cannot afford a cell phone.
- Agent: I’m really sorry to hear that, but please, let me assist you with your concern.
