How can you show empathy and rapport in remote settings?

Being genuinely interested in the person you are talking to is super important. So is putting yourself in their shoes. If you aren't interested in them, and able to think about what they want or need based on what you know about their situation, or what you can ask and find out, then you won't be in the best position to help them. At the end of the day you are trying to help them; to solve a problem; to work with your organisation; or just to feel good about their interaction with you. If you don't have a genuine interest in them, your interaction with them will be less helpful than it could be.

To show empathy and rapport in remote settings, I have found the following steps helpful: 1. Listen actively to demonstrate a genuine interest in understanding their concerns. 2. Use warm and supportive language to create a positive atmosphere. 3. Validate their emotions and express understanding of their situation. 4. Personalize your responses to address individual needs. 5. Follow-up to offer assistance and check back on the issue's resolution to ensure they are satisfied with the outcome. By following these steps, you can establish a connection with individuals in remote settings and build strong relationships based on empathy and rapport.

Adapting to the style, tone and method of communication of whoever you are talking to is really important, because it shows that you are listening to them, and can meet them where they are. If your aim is to help them buy from you, work with you or to solve a problem that they have, meeting them where they are and taking them on the journey with you shows in a tangible and real way that you care about the outcome for them.

Using words that show that you care, and understand the situation that the person you are talking to is in (or are at least trying to understand so that you can help them), can be an important way to connect. If the words you are using sound false or unnatural, though, they will not sound genuine. It's important not to get bogged down in specific words or phrases if they aren't natural to you, and to find the words that express your understanding and empathy for the situation, without creating a disconnect with the person you are talking to. If you don't understand their situation, don't be afraid to ask more questions until you do.

If you are in a position of knowledge (ie you know what the options might be for next steps in a particular situation), then it is your role to help your customer to understand those options, and to help them to make a decision about what they would like to do. Good customer service is all about helping your customer on the journey, and you are likely to know more about that journey than they will, so ask questions to understand where they are and what they might like to do, then clearly set out the options they have, or what you'd recommend.

Often people simply want to feel heard, especially in a situation that isn't going how they expected or how they would have liked it to. Taking time to listen to a story or let someone vent their frustrations (within reason) can be really important to finding a resolution that a customer is happy with. An apology can also be really useful, if genuine. You don't have to accept responsibility for everything that has happened to get the customer to this point (especially if you aren't at fault or the situation wasn't within your control) but you can be genuinely sorry that they have found themselves in the situation, and imagine how they might feel. "I'm sorry you feel that X and I'd love to help fix the situation" might go a long way.

What is important to remember is that, remote settings greatly limit your NON-VERBAL COMMUNICATION -- hand gestures, body movements, etc. Someone standing beside you telling you that they are so sorry to hear about what happened while patting your shoulders, giving you a short hug, and feeling the warmth of their sincerity hits way different than someone telling you the same exact thing over noise-cancelling headphones. Being careful to explicitly verbalize WHAT YOU WANT TO RELAY to your customers should be done as effectively as possible. Use stronger & more convincing words, take pauses to emphasize points, use more expressive tones & intonations without being over the top, and BE SINCERE. These are truly effortless practices.