Personalized and Empathetic Customer Service

The customer service industry is in a state of flux. With more people than ever using the internet for their shopping and entertainment needs, companies need to be able to deliver personalized experiences that keep customers coming back for more.

These days, customers are expecting—and getting—more from their interactions with brands. They want to know that you’re listening to them and understanding what they want before they even ask questions about your products or services; this means there’s no room for robotic responses or generic statements like “I’ll get back with you soon.” Instead, try these steps for showing your customers on Twitter that you’re a real person:

Be Available to Solve a Problem

When you’re available is a big part of making your customers feel like they’re being heard. When someone calls or emails, it’s easy to get distracted and forget about them. But if you can’t answer the phone for some reason (maybe it’s ringing in the background), don’t just let it go unanswered. Instead of ignoring the call or email, take a moment to ask yourself:

  • What can I do here?
  • What would help this person most?

Be Responsive

  • Respond to emails promptly. Ask yourself, “What should I do next?” and don’t let your customer wait around.
  • Keep your voice clear and firm when responding to a customer on the phone or via social media. If you’re handling a sensitive issue or complaint, make sure that it’s done professionally in order to avoid any confusion or misunderstanding.
  • Before posting anything on social media, consider whether it’s appropriate for your audience and how much personal information is being shared (e.g., names).

Listen to your customers

To listen to your customers, you need to ask questions. Don’t just give them the information they’re asking for; instead, ask them what is bothering them and how you can solve their problems. Active listening techniques are a great way to do this:

  • Ask clarifying questions to get more information about what’s important in their lives or business.
  • Use open-ended phrases like “Tell me more” or “How does this make sense?” This will help them feel heard—and it’s much easier than trying not speak at all!

Empathize with the customer

  • Acknowledge their feelings. When a customer calls in with a problem, it’s important to acknowledge their feelings and express empathy for what they are going through.
  • Listen to them. Be open, listen carefully and try not to interrupt them while they are talking about their problem or issue.
  • Ask how you can help them with the situation at hand (e.g., “What do you need more information on?”).
  • Showing empathy will make customers feel valued, which in turn makes them more likely to buy from your business again in the future!

Deliver a personalized experience

  • Personalize the experience with the customer’s name.
  • Offer a discount or other incentive to customers who refer friends.
  • Use their preferences to offer them something that is relevant to them. For example, if you are selling a product that can be used in many different ways (like food), then you might have options for how much time it takes before it expires or what kind of packaging it comes in so they know exactly what they’re getting when they make their purchase decision.
  • Ask for feedback and use it to improve your product or service

Show gratitude

Showing gratitude can make all the difference in the world. It’s a big part of the customer’s experience and shows them that you care about them. When someone does something for you, be sure to show your appreciation with a thank you message or gift card.

  • Reward customers who provide feedback:
  • Send an email thanking them for their purchase or service experience—even if it wasn’t great! This will help build goodwill between both parties and show how much work goes into making each transaction as smooth as possible (and also recognize how hard some people work). If someone gives feedback on one aspect of their experience, consider asking if they’d like another type of reward—such as redeeming points towards future purchases or sending a gift certificate to friends/family members who might enjoy what they bought or did).
  • Reward customers who refer others: It’s great when people are encouraged by others’ success stories; however, rewards should be doled out consistently over time rather than just when an individual makes an initial referral (this could lead to negative feelings about receiving gifts from strangers). Instead try rewarding every other person who refers someone else through social media platforms like Facebook ads/hashtags etc., since those types of marketing efforts are less personal than word-of-mouth recommendations made face-to-face between family members living together under one roof.”

Say Thank You

  • Say Thank You
  • Be polite and sincere when thanking the customer. If you’re ever in doubt, just go ahead and say thank you! Don’t be afraid to express your appreciation for their business. Even if it’s not going so great, always keep an open mind when someone thanks you for something that they’ve done—it shows respect for them as well as your training and experience.

Don’t be robotic when you respond to customers. Instead, try these steps to show them you’re a real person who has their back.

  • Be human.
  • Use your name, not just an email address or number.
  • Ask questions to show you’re listening and considerate—it’s easier for people to respond when they know that someone cares about them!
  • Use emojis if appropriate (e.g., smiley faces). Don’t be afraid of using humor—it can help break the ice with customers who might otherwise take themselves too seriously!


It’s easy to get caught up in the day-to-day grind of running a business. But it’s important to remember that your customers are people too, and they’re counting on you to make their experience as pleasant as possible. By following these steps, you’ll be able to truly show them how much they mean to you and what great value they provide by buying from your company!

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