“Sensory differences between individuals often result in misunderstanding and misperceptions. This may lead to ineffective communication between frontline staff and customers.

Organizations can improve customer communication by improving empathy toward the customers through 1) increased awareness, knowledge, and understanding of sensory differences and 2) active and reflective listening.”

Check out my peer-reviewed article in Listening in Education and Training.

Language is an easy-to-use and effective tool, but it is often overlooked in customer service. Individual-first language can help you effectively communicate with each customer, meeting their unique needs.

There are significant neurological and cultural differences between us. As a result, we experience and perceive the world in our unique ways. We have different talents, strengths, challenges, and needs in many areas — such as language and communication.

Some customers find it challenging to read or write messages, others have difficulty understanding idioms and metaphors, while individuals experiencing stress and trauma may struggle with verbal instructions.

Individual-first language helps you communicate with your customers by 1) addressing their individual needs and challenges and 2) utilizing their unique strengths and talents.

We’re deeply and instantly affected by other people’s emotions, which are expressed in their body language, faces, voices, and behaviors.

Bodily empathy is a powerful capacity that helps us connect with our loved ones, our neighbors, friends, coworkers, and customers. However, it has significant limitations.

What is empathy? The concept of empathy has been studied by psychologists, biologists, neuroscientists, philosophers, communication scholars, and even marketing experts. There are many definitions and forms of empathy, even within specific academic fields and industries. There is basically no consensus on what empathy is. When scholars or professionals talk about empathy, they often start by defining it.

Instead of selecting just one definition, let’s discuss different forms of empathy and their effectiveness.