Enhancing Customer Service Through Empathy: Part Three

by | Nov 23, 2013 | CRM, Customer Support, Knowledgebase

Empathy is understanding. Empathy is feeling and empathy is all about perspective. It requires you to step outside your comfort zone, and into the shoes of another. It can be difficult, especially for the first few times, but the valuable insights you gain into your customers and others around you makes the effort well worth it. There are many ways to build empathy, and this series of blog posts has been looking at ways to accomplish this. We’ve looked at mystery shopping and keeping abreast of online chatter, and now let’s turn our attention to conducting research about your customers.

Some of these research avenues may not be possible for your business, but if they are, then seize the opportunity and learn about your customers. One less intrusive method of research is to conduct interviews with customers, and get to know them one on one. This understanding is a key tenet of empathy. This type of research involves going to where the customer is, both physically and metaphorically, rather than have them come to you.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.

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