A new guide has been launched to help estate and letting agents put empathy at the heart of customer care.

Moneypenny has compiled the free guide to help the property sector improve its reputation for customer care, which it says will help build more valuable, ongoing relationships with clients.

The guide from the outsourced communications provider, which handles thousands of customer interactions for around 2,500 estate agents, commercial agents, housebuilders and housing associations across the UK each year, includes practical tips to improve empathy and ensure employees’ use of language hits the mark.

The guidance also addresses the importance of active listening and the need for empathetic leadership, and includes a short quiz to help agencies ascertain just how empathetic they are.

Joanna Swash, CEO of Moneypenny said: “This guide reminds the property industry of the commercial necessity for empathy and shows how they can engrain it into their practices and service delivery – reassuring clients that they’re not only being heard but also listened to and understood.”

“The pandemic has changed the relationships we have with each other – our peers, colleagues and clients – and it’s made human connection more appreciated than ever. The property business winners of the last two years prioritised empathy and have reaped the rewards for doing so. But, as the world returns to normal we have to make sure we don’t forget the importance of these behaviours.”

Joanne Tattum, head of estate agents sector at Moneypenny, added: “As a business that handles inbound and outbound communication around the clock, we know first-hand that empathy shapes client experience. It underpins how we connect with others and has the power to transform reputation. Actively listening and displaying empathy not only puts clients at ease but offers valuable insights that can shape service delivery, and put you at the forefront of your market.”

The guide is available to download by clicking here.