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The ONE attribute the Customer Success organizations at brands like Apple or Amazon are valuing the most :
=> Empathy.
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=> Empathy.
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Empathy is one of the most critical traits of the Customer Success function.
Some people have it naturally. But good news :
it can also be learned !
Some people have it naturally. But good news :
it can also be learned !
4 key recommendations to nail it :
Focus on your counterpart's interests :
= >Get to know their likes and dislikes. This will help you drive more personal conversations.
= >Get to know their likes and dislikes. This will help you drive more personal conversations.
Practice "mirroring" :
The goal is to keep your counterpart talking.
=> simply rephrase to build trust and confidence.
It will also give you the ability to disagree when needed, without being disagreeable.
The goal is to keep your counterpart talking.
=> simply rephrase to build trust and confidence.
It will also give you the ability to disagree when needed, without being disagreeable.
Then ask "calibrated questions" :
Have a few questions to reveal value to you and your counterpart.
Use "what" and "how" questions :
=> How can I help to make this better for us ?
=> What are we trying to accomplish here ?
Have a few questions to reveal value to you and your counterpart.
Use "what" and "how" questions :
=> How can I help to make this better for us ?
=> What are we trying to accomplish here ?
Follow-up with "labelling" :
Important to translate the emotions into tangible words.
=> It seems like you are worried that ...
=> It seems like XYZ is important to you.
=> It seems like you are reluctant to ...
Important to translate the emotions into tangible words.
=> It seems like you are worried that ...
=> It seems like XYZ is important to you.
=> It seems like you are reluctant to ...
Empathy is created through genuine human connections.
And it just takes a few steps to practice and succeed.
And it just takes a few steps to practice and succeed.
How to build empathy in 4 easy steps :
1 ) Focus on your counterpart's interests
2 ) Practice "mirroring"
3 ) Then ask "calibrated questions"
4 ) Finally, follow-up with "labelling"
1 ) Focus on your counterpart's interests
2 ) Practice "mirroring"
3 ) Then ask "calibrated questions"
4 ) Finally, follow-up with "labelling"
To learn more about influencing people through empathy in particular, I can't recommend enough Chris Voss's book https://amzn.to/3eF8jxK
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follow me @drivingCS to get daily updates about all things Customer Success ;-)
