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Customer Service Starts With Empathy

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Many businesses put innovative technology into their company so that they get the edge on their competition. However, a recent study has shown that empathy is the real thing that you need to think about in business to get ahead. No matter what your procedures are, or how great your technology may be, it is the people that matter. The people you have in your business that communicate with your customers on a day to day basis is just as vital as anything else.

Many studies have shown how important empathy is in everyday life, but in the business world it is just as important. When you speak with customers, you need to show real empathy in order to properly connect with your clientele. Without connection, you can’t make and build continuing relationships with your business clients.

Empathy is often ignored by companies as they think of other strategies when talking to clients, like the NIA (Next Issue Avoidance), the ASA (Average Speed of Answer), or the KPI (Key Performance Indicators) to measure their ‘success’. The sales jargon means that you can do whatever it takes to deal with the query quickly and get the customer off the phone, moving on to the next customer as soon as possible.

However, without empathy your company becomes dehumanized which means you become less attractive to any prospective customers. It is so easy in this day and age to go and do business with another company if you don’t quite get the “right feel” about a certain business. This is no burden for the customer in question but a real burden for you. What if they tell their friends that you don’t care about your customers? This can be potentially devastating for your business, which needs to build a reputable name and loyal brand to keep customers faithful to your business.

Many companies keep their “eyes on the prize,” as it were and fail to recognise that good business sense means caring on a human level and showing a sense of empathy towards your customers.

As a business you should be very careful to appear human to your customers if you want them to do business with you time and time again. If you make a mistake, apologise and be sincere.

Believing that systems and the latest technology can get you through, you wouldn’t need staff and would become a robotic society. This should never happen as everyone needs that human touch. This is what is needed to make a business successful in these tough business times.

Simply asking yourself questions whilst dealing with customer enquiries or complaints can massively improve the way your customer is feeling, and consequentially improve customer satisfaction. Try to think about the following..:

 “How would I feel if I were this person?”

“What else can I do to help this person?”

“What would I want to be done if I was in the same situation?”

So next time you’re thinking about improving your customer service environment, build it around one simple word – empathy.

This guest blog post was proudly written by Mel who is the All Day PA

About the author: Paper Free Invoices started out as a small blog for my invoicing software business Paper Free Billing but has morphed into something much more useful. I’ve really enjoyed reading the guest articles and speaking with guest publishers so much so I’m always looking for talented bloggers to contribute. If you have any questions or feedback on this article, please find your voice in the comment section, we will try to answer every genuine comment!

Comments on this entry are closed.

  • Empathetic Business

    I want to be able to forward this post to every business owner that I have come in contact with over the past year. Business seem to have forgotten why they are there in the first place, to get customers in the door, serve them properly and invite them back. Too many times businesses just see you money and then they want you out the door.

  • Phyllis Moore

    I think that companies need to demonstrate empathy now more than ever. Aside from it being the ethical and honorable thing to do, companies must take into consideration how quickly negative feedback spreads on social media and review sites such as Yelp. A company will spend far more time and energy trying to repair damage than they saved by being overly efficient to the point of disrespecting or otherwise not fully helping the customer.