Having compassionate empathy as a manager may be the difference in someone keeping their job.
Every day we are customers to someone we do business with. We buy groceries, fill our cars with gas, dine at restaurants, engage with retail services, and do business with professional service firms. We often remember the negative interactions more than the positive ones, and it may only take one negative interaction for us to shift to another brand or company. As you listen to this episode and reflect on services you’ve received, ask yourself, how do our experiences as customers influence the work we do each day? What can we learn from those experiences to provide excellent customer service to those we serve?
This episode addresses questions, such as:
- How does employee engagement affect the customer experience?
- What are 3 powerful must-dos for providing excellent customer service?
- Why should managers approach customer complaints with compassion and empathy?
Research shows that 70% of satisfied "customers" will do business with you again and 91% of dissatisfied customers will never have a repeat interaction with your business. To elevate matters, consumers tell more than twice as many people about poor experiences than positive ones.
One bad experience is all it takes for some customers to churn. According to the 2017 Customer Service Barometer, 33% of Americans say they'll consider switching companies after just a single instance of poor service, and more than half have scrapped a planned purchase or transaction because of bad service.
People want to work in organizations known for excellent service. We have all experienced the person who is clearly not smiling on the other end of the phone, not happy to see us walk in the door, or not willing to help us get to the right office. When we’re looking for help, finding someone eager to assist makes all the difference.
It's wonderful when someone understands your emotional reality. But it's even better when they move past feelings and intentions and achieve compassionate empathy. That means taking action, providing active support, and generally helping out however they can.