Show Genuine Concern

Quick reference

• 00:00 In this video, we're gonna continue
• 00:04 looking at empathy and customer service.
• 00:09 So the next thing you wanna do is you really truly want to show concern for
• 00:15 your client or your customer.
• 00:18 You wanna actually show them concern.
• 00:20 So what does that mean?
• 00:22 That means that if somebody is telling you something
• 00:24 you're intent actively listening, right?
• 00:27 And you're asking intelligent questions.
• 00:29 So show some actual concern.
• 00:32 If somebody's telling you a problem and
• 00:33 you're just sitting there grinning like you might get slapped, okay?
• 00:38 But you're not showing concern.
• 00:40 Or if somebody's telling you something and you're using verbal or
• 00:43 nonverbal cues like, gosh, here we go again, right?
• 00:48 That's not showing concern.
• 00:51 People want to be taken care of.
• 00:52 So, you might tell them, I will make sure that you are taken care of.
• 00:57 Or, I will make sure that we get you the replacement right away.
• 01:03 I will make sure that we get you X.
• 01:06 Okay, or I will make sure that you are happy, excited,
• 01:10 more than satisfied with our solution.
• 01:12 I will make sure you're happy with our solution.
• 01:15 Okay, whatever that is.
• 01:16 It might be exactly what they're talking about in the beginning.
• 01:19 It might be something completely different, right?
• 01:22 But whatever that is,
• 01:23 you are going to do everything you can to make sure that client's taken care of.
• 01:28 Does that make sense?
• 01:30 Okay, excellent.
• 01:31 So, show concern.
• 01:33 That's empathy.
• 01:34 That's gonna be huge for helping you get those upset customers down here with you.
• 01:41 I will make sure that you're taken care of, I will make sure that we get you x.
• 01:46 I will make sure that you are happy with our solution.
• 01:49 And when you put all this together, and
• 01:52 you actually do truly care about your client, this stuff comes easy, doesn't it?
• 01:58 Think about if you have kids, or somebody you love, a family member,
• 02:03 a friend, a husband, a wife.
• 02:06 Do you naturally show empathy for them?
• 02:09 Like when they get hurt, when your kid gets hurt,
• 02:11 do you wanna put them in your lap and make them feel better, give them a band-aid?
• 02:16 Or when you're spouse is hurt or has been through a rough day or something.
• 02:21 Don't you want to give them a hug and show empathy for them?
• 02:24 Show them that you care.
• 02:26 That's what this is about.
• 02:28 Show your customers that you care.
• 02:31 Treat them like you never want them to leave.
• 02:35 Treat them the same way you treat anybody else with empathy, okay?
• 02:38 So, show concern.
• 02:40 I'll make sure that you're taken care of.
• 02:42 I will make sure that we get you x.
• 02:44 I will make sure that you are happy with our solution.
• 02:48 All right you are all rock stars, I will see you guys on the next video.

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