It seems like every single customer service blog stresses the importance of empathy in the customer experience. There’s a reason they do though—it’s a fantastic way to provide exemplary customer service on every occasion, as well as build strong relationships with your customers. This series of blog posts will examine different ways to use empathy in the customer experience.
The first step is to listen to what your customers are saying, which is one of the central tenets of empathy. You not only need to listen to what they’re saying to you in person, but also to what they’re saying on the internet. There are many forums and outlets for people to express their opinions online, both good and bad. Not only are there social media sites such as Facebook and Twitter, but also forums such as Angie’s List. Keep your ears to the track, so to speak, and pay attention to what’s being said. This will take a lot more work on your part, but the insight you’ll gain is well worth it. And what to do with this insight once gained? Share it with your employees from top down. Keep doing what you’re doing right, and look to see how you change what you’re doing wrong.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.
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