Empathy and Efficiency in Customer Service

Two tips on delivering great customer service experience

Two key tools for creating excellence in customer service are adding emotional value and empathy to interactions with customers. 

Efficiency and empathy

Having an efficient system is key to optimal performance of your business. However, a focus on efficiency is not enough and it won’t be enough to maintain a long-lasting success. For a successful business you need genuine empathy with both your employees and customers.

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Empathy 

Going beyond the routine can add emotional value, empathy and create human connection. It refers to employees and customers alike. To achieve this, all levels of organisation should be involved, from senior executives to middle managers and the frontline staff. 

Emotional value

The best businesses go beyond covering the basics and being efficient. They add emotional value to their customers’ experience.