Contents Page
14
EMPATHY BASED CUSTOMER SERVICE TRAINING IMPROVES CUSTOMER EXPERIENCES
Every company knows the importance of Customer Service and its impact on the bottom line in business. Along with training their workforce on products and services, organisations have started to realise the potential of using empathy-based approaches to teaching people the importance of care, trust and authenticity when it comes to serving customers.
In customer service, empathy
to service as a whole. Addressing customer problems,
is the ability to have a human
pain points and issues must be a priority even before
experience and interaction with
the customer engages in the product or service.
a customer where you would
Through the past 2 years, humans have been starved
intentionally put yourself in the
of contact, comfort and engagement and now place
customer’s shoes to understand
a significant amount of value on a human experience
their issue and find the best possible
when it comes to customer service.
solution for your customers. The trick is to also not become emotional yourself
Customer Service Training Program
and to understand the bigger picture to try to find
Several programs are developed for educating
mutual ground to begin engagement.
employees whenever a new product or service is launched. These programs provide the required
The goal of every organisation is to add value to their
skills, abilities, and information to the employees and
customers- to meet their needs irrespective of what
stakeholders so that they can deliver the product
the business is about. Each person in the organisation
or service with ease to its maximum capacity. By
needs to understand their role in respect to the end-
providing the right kind of training, companies can
customer and the difference they make as individuals
retain new and existing customers.
