Description
Dear Employee,
Customer Empathy is far different from customer service. Customer Empathy is the art of seeing the transaction through the customer’s eyes. It’s thinking about the customer’s fears, anxiety, and trying to understand their previous transaction experiences (good and bad) before they’ve met you.
Other times that “external” customer is someone you’ve seen before – and is expecting to repeat a good experience with you.
It is our privilege to create long tern relationships with these people. So, listen carefully. Look inside their hearts before you respond. Then, respond with kindness, thoughtfulness, and understanding. You’ll be rewarded with trust, friendship, and loyalty.
– Ross Shafer
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