Episode 19: The Power of Empathy in Customer Service
Episode 19: The Power of Empathy in Customer Service
Hey there, Assistant Manager! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're talking about something that can transform your customer service from good to great - empathy.
Now, empathy isn't just being nice. It's about truly understanding what your customers are experiencing. Think about that parent rushing in with a crying child, or that truck driver who's been on the road for twelve hours. They're not just customers - they're people dealing with real situations.
Active listening is your first tool. When a customer is talking to you, really listen. Don't just wait for your turn to speak. Watch their face, notice their tone of voice. Sometimes what they're not saying is as important as what they are saying.
Let me share a real example. A customer comes in looking frustrated, asking where the pain relievers are. Sure, you could just point to aisle three. Or you could say, "Rough day? Let me show you where they are." That small acknowledgment of their situation can make a huge difference.
Body language speaks volumes. If a customer is wandering around looking confused, don't wait for them to ask for help. A simple "Can I help you find something?" shows you're paying attention to their needs.
Here's something that works wonders - anticipating needs. If someone's buying coffee, maybe mention those fresh pastries you just put out. If they're getting snacks for what looks like a road trip, point out the phone chargers or car supplies you have.
Now, here's your challenge for the day: Practice reading your customers. Pick five different customers and try to understand their situation before they tell you. What clues are they giving you about what they need?
Before we wrap up, let's do a quick check. What's the most important part of showing empathy? Is it: A) Telling customers about your own problems B) Solving their problems as quickly as possible C) Understanding their situation from their perspective
Take a moment to think about it. The correct answer is C - understanding their situation from their perspective. True empathy means seeing things through your customer's eyes.
Remember, as an assistant manager, you're not just running a store - you're creating an environment where customers feel understood and valued.
That's all for today's "Smoke Break." If you found this helpful, don't forget to subscribe to our channel and share with your fellow convenience store leaders. And for more in-depth content, head over to cstorethrive.com.
Until next time, keep putting yourself in your customers' shoes. This is Mike Hernandez, signing off!
