Recall a Similar Situation

Quick reference

• 00:04 In this video, we're going to continue to look at how to use empathy in customer
• 00:09 service, so that you can better overcome your customers' challenges.
• 00:14 Okay, so, really think, if you're listening to somebody intently,
• 00:20 think about, or recall, a similar situation that you were in.
• 00:25 Okay, I'll give you an example.
• 00:27 So you might wanna say something like, somebody is explaining a problem to you,
• 00:31 or a challenge that they've had, and ooh, lo and behold,
• 00:33 you've had a similar challenge.
• 00:35 You might say something to them like
• 00:38 something similar happened to me when x, y, and z.
• 00:43 Wow!
• 00:43 Cuz now you're building that rapport, you're relating to somebody.
• 00:47 Something similar happened to me when, and you tell your part of the story.
• 00:51 So now, how does that make the customer feel?
• 00:53 I'm not alone, I'm not crazy, I'm just, hey, I'm going through this problem.
• 00:58 And you know what, the person who's helping me,
• 01:01 has been through this problem as well.
• 01:02 And what's great is, once you have that relationship and that bond,
• 01:06 now they'll be looking to you for, okay, so how did you get out of this?
• 01:11 So you might say something like, when I went through this, I found that
• 01:16 the best remedy was this, or, I found that to overcome this was to do this.
• 01:21 Or, I found that this is how the system works,
• 01:23 and this is what I have to do differently.
• 01:25 Okay, so now they're starting to come to you and
• 01:29 build that rapport, and look to you for the answers.
• 01:32 And hopefully you'll have the answer, right?
• 01:35 Or at least get to somebody who does have the answer.
• 01:38 Okay, another thing you might say is, well,
• 01:41 I can relate because boom, boom, boom happened to me, right?
• 01:46 So now you're relating, you're recalling a similar situation.
• 01:49 And that's called empathy, right?
• 01:52 So something similar happened to me when x, y, z, or,
• 01:55 when I went through this, I found that, boom, boom, boom.
• 01:59 And I love that sentence too, by the way.
• 02:01 If you have somebody whose, who just has misinformation, rather than saying,
• 02:05 you know what, you're totally wrong.
• 02:07 That's crap, this is how it really goes.
• 02:10 Instead of saying that, you can say well, when I went through this, I found that,
• 02:14 boom, and then tell them the truth.
• 02:17 Tell them what the reality is, right.
• 02:18 So that way they're not losing face or anything,
• 02:21 you're just explaining your story, your situation.
• 02:24 Right, and again, they're looking to you for the answer, to solve it.
• 02:28 And next you might say I can relate because x, y, z.
• 02:33 Some similar situation that you went through, okay?
• 02:36 Easy stuff, but so powerful, so powerful.
• 02:42 Okay, so, that's it for this video.
• 02:44 I'll see you guys on the next one.

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