In the field of Business Process Outsourcing, without a doubt – you get to talk with a lot of people. And by people, this means you get to encounter different types of personalities, voices, opinions, and at times, you may even acquire a bit of your customer’s personal struggles. Then, imagine that happening to you on a daily basis, and there’s no promises of pure fun and joy during your conversation with them – exactly, that is why possessing empathy is an essential part of customer service.

To be a reliable customer service expert, you must understand that these people whose needs you are tending to, are just like you. They also carry their own stories and burden, and you are there to help them lessen their troubles. In other words, executing great customer service requires you to have empathy, as you are not only answering inquiries, but also simultaneously trying to connect with your clients.

As said, customer service is not a bed of roses, but the responsibility to understand where your clients are coming from is unavoidable. Maybe they just had a bad day, or perhaps they went through a rough past interaction with people, that’s why they used a harsh tone when they talked to you? Truly, there’s no excuse to unpleasant behavior – but we’re all humans, we’re all bound to make mistakes, and it’s normal. You’d never genuinely know what’s running through a person’s mind, but what’s important is your effort – you were patient, and empathetic.

And as the saying goes, “You can’t fight fire with fire.”