How can you use empathy and emotional intelligence to influence customers?

One thing I've found helpful is I am sure to validate their experience and what they are going through. I then give them the space they need to talk in grieve by listening. Then when they are calm I being by talking and giving my perspective and letting them know that I'm here for them to taken of all their questions and concerns.

Imagine working on high-end furniture store. Many customers walk in the store looking unsure of what they want. an effective way is to start by greeting or welcoming your customers. Asking questions to let customers express their uncertainty, be attention to their voices or body language as they speak of their need. Recommending items that suites their preferences and consider their budget...

To me, it is extremely important to notice the customer's tone, body language, and words like frustration or disappointment. Active listening is key; reflect and paraphrase their concerns to show empathy. Adjust your tone and message to align with their emotions. For instance, if a customer expresses frustration about a delay, acknowledge their feelings and offer reassurance about resolving the issue promptly. By mastering these steps, you can excel in business communications. Tailoring responses to customer emotions strengthens relationships and positions you as a top performer who truly understands and addresses customer needs.

One of our customers called in, visibly upset about a product issue. I listened carefully to her concerns and then validated her emotions by saying, "I can hear how frustrated you are with the situation, and I want to sincerely apologize for the inconvenience you've faced. I assure you, we're committed to resolving this promptly." Her tone softened, appreciating the understanding, and we discussed solutions collaboratively.

One time, a lively customer walked into the office, brimming with energy. To connect with her, I matched her enthusiasm and quick pace, saying, "I can see you're excited to explore our new offerings! Let's dive right in and uncover how we can make the most of this for you." Our dynamic conversation not only acknowledged her energetic attitude but also engaged her positively in the discussion.

In a face-to-face meeting, a customer seemed hesitant about upgrading their subscription. To frame my message positively, I shared a success story: "A customer in a similar situation upgraded, and it made a remarkable difference in their productivity. You're already on the right track, and this upgrade could be the next step toward even greater success." The positive example helped the customer see the potential benefits, and they left the meeting enthusiastic about the upgrade.

One on the advice I gave to my colleague working directly with customers is to practice the breathing exercise. Well-practiced, this method can have powerful results. Here's why: In a challenging encounter, a customer expressed dissatisfaction with a delay in service. Recognizing the potential for tension, practice a breathing exercise before addressing the issue. Instead of getting defensive, use an "I" statement: "I'm truly sorry for the delay and any inconvenience it's caused. We're committed to resolving this swiftly." By staying composed and empathetic, you diffuse the situation and reaffirm the customer's confidence in your service.

To me, the process of following up is an underrated skills to master, in many occasions, it helped seal the deal if you are in the business sales or business development.

One cannot predict the emotions with 100% accuracy and that's why is important to paraphrase what you have understood It will help in connecting with the customer thought process, identify the gap in the thought process that can be filled by your stories and create an event that will trigger an experience whenever customer think of anything related to that stories,(Emotion is an experience that can explain multitude of dimensions to explain a customer's behavior and can be triggered accordingly basis the context) This is called emotional connect