This Halloween was unforgettable. At 6 pm, in what should have been the start of a fun-filled evening, our home was broken into. The aftermath became a whirlwind of calls and interactions with four different police departments, two insurance companies, a boarding-up service, a glazier, several tradespeople, and many call centres. This ordeal highlighted stark differences in how various organisations – and individuals within them – approached us in our time of distress.
Empathy in Crisis Situations: A Mixed Bag
As I navigated this maze of services, one thing became incredibly clear: not all customer service is created equal. Some people were immediately understanding, compassionate, and patient, tuning into the fact that a break-in leaves victims shaken and vulnerable. Others treated our case with a neutral, almost clinical detachment, speaking from corporate scripts that failed to acknowledge the emotional toll of the situation.
Why is it that some companies and representatives are so attuned to empathy, while others remain strictly transactional? And why do two employees within the same organisation adopt such different approaches?
The Root of Empathy Disparities
Several factors may contribute to these disparities in empathy:
- Training (or Lack Thereof):
Some companies invest heavily in customer service training that emphasises empathy, actively preparing employees to address customers’ emotional states. In these cases, agents are trained not only in the technicalities of their roles but also in soft skills, which allow them to acknowledge customers’ emotions and respond accordingly. In other organisations, training might focus primarily on procedure and compliance, leaving empathy largely overlooked.
- Corporate Culture and Values:
Certain organisations weave empathy into their core values, encouraging a culture where employees are expected to approach each interaction with compassion. In contrast, some companies view customer service purely as a transactional function. When empathy is part of a company’s DNA, it becomes evident in every customer interaction, especially during crisis situations.
- Individual Differences and Personality:
No amount of training can entirely erase individual differences. Some people naturally possess more empathy and emotional intelligence, which comes across in their interactions with customers. These individuals often go beyond their job description to provide comfort and support. Others may struggle to adapt to emotionally charged situations, sticking strictly to process and policy without accounting for the human element.
- High-Stress Situations for Employees:
Employees in high-stakes customer service roles often experience stress and burnout, impacting their capacity to empathise consistently. When frontline workers face heavy workloads or difficult conditions themselves, their ability to respond empathetically may wane.
Reflections for the Property Management Sector
The property management sector frequently deals with occupiers and clients in high-stress scenarios, whether due to security issues, property damage, financial hardship, or urgent repairs. This experience brings several learning points for the industry:
- Empathy Training as Standard:
Incorporating empathy training should be standard practice in property management. Often, tenants and occupiers are under stress or distress when they reach out for assistance. Staff trained to recognise and address these emotional states can make a significant difference in occupier satisfaction.
- Understanding the Customer Journey During Distress:
Property management teams should be aware of the emotional journey customers go through during stressful events. A break-in, for instance, leaves people feeling vulnerable. Ensuring that each touchpoint – from initial contact to issue resolution – is handled with sensitivity can build lasting trust.
- Setting a Standard for Empathy:
Creating a culture where empathy is valued and expected can prevent disparities in service levels. In practice, this could mean making empathy a metric in customer service evaluations or sharing best practices across departments to standardise compassionate responses.
- Equipping Teams to Handle Emotional Situations:
Frontline staff should feel supported and empowered to respond empathetically. Companies can implement feedback loops where employees can voice challenges and receive guidance on handling complex, emotional customer interactions.
Final Thoughts: Empathy Beyond Transaction
This experience underscored how essential empathy is, especially in moments of crisis. A single conversation can either alleviate stress or deepen distress, depending on the approach taken. For those in the property management sector – and customer service generally – remembering the human on the other end of the line can transform an ordeal into a positive memory of care and understanding. This isn’t just about customer satisfaction; it’s about recognising that every interaction has the potential to uplift, reassure, and restore a sense of security.
RealService can help your organisation and people think differently about the power of empathy. To find out more about our customer surveys, mystery shopping and training programmes please contact Howard Morgan or Louise Freethy.
