Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...

When service becomes automated, empathy becomes the differentiator. Customers will stay loyal to companies that show up with ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

There are three domains of empathy: emotional, cognitive, and compassionate. Mastery of these domains is often shown in the positive feedback and loyalty shown to a brand. If you brand your company as ...

Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Every two weeks, ...

Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...

Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents are ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...