Episode 24: The Power of Empathy in Communication
Episode 24: The Power of Empathy in Communication
Hey there, Assistant Manager! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're diving into something that can transform difficult customer interactions into positive experiences - communicating with empathy.
You know, empathy isn't just feeling sorry for someone. It's about really understanding where they're coming from. Let me paint you a picture - it's 6 AM, someone stops for their morning coffee, and your coffee machine is down. They're frustrated. Instead of just saying "Sorry," try "I know how important that morning coffee is. Let me help you find an alternative."
Here's something I've noticed - customers often aren't just upset about the immediate issue. That person angry about an expired product? They might have had a rough day, and this was just the last straw. Understanding this helps you respond better.
Words matter. Instead of "That's against our policy," try "I understand this is frustrating. Here's what I can do to help." See the difference? You're acknowledging their feelings while moving toward a solution.
Body language plays a huge role in showing empathy. Face the customer, maintain appropriate eye contact, and nod to show you're listening. These small gestures can make a big difference in how your message is received.
Now, here's your challenge for the day: When a customer comes to you with a complaint, try using the "feel, felt, found" method. "I understand how you feel. Others have felt the same way. Here's what we've found works best." Try it and see how it changes the interaction.
Before we wrap up, let's do a quick check. What's the most important part of showing empathy? Is it: A) Apologizing repeatedly B) Understanding the customer's perspective C) Giving the customer whatever they want
Take a moment to think about it. The correct answer is B - understanding the customer's perspective. Real empathy starts with genuine understanding.
Remember, as an assistant manager, showing empathy isn't just about making customers feel better - it's about building trust and turning difficult situations into opportunities for connection.
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 showing that empathy. This is Mike Hernandez, signing off!
