Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents are ...
Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...
In customer service training circles, there’s a belief that you can't train for empathy. In other words, the empathy required by a customer-facing employee is a fixed personality trait, something that ...
The Canadian government might confiscate my passport for this one, but I’m gonna say it anyway: Stop telling customers you’re sorry. Take a look at any contact center’s quality monitoring scorecard ...
Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...
Two years ago, my husband and I were at a Midwest airport getting ready to fly to Seattle when we received an urgent phone call. We needed to immediately reroute our flight to California because a ...
Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Every two weeks, ...
MELVILLE, N.Y.--(BUSINESS WIRE)--Two years into the global pandemic, organizations are racing to resolve the Engagement Capacity Gap ™, leaning into customer service technology to support ...
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