Friday, July 30, 2021

Show Empathy, deliver better


If one desires to be very good at what they do, they need to do their job with empathy. Empathy is defined as "the ability to understand and share the feelings of another."

Here are some situations
  • When listening to an issue on the phone/in person/in an email put yourself in the customers shoes and think about how you would react if you had the same issue and what would you expect the response to be. That would help you formulate the right response to the customer.
  • If a complaint has been outstanding for a long time and has not been resolved, imagine how would you feel if you had raised the same complaint with a service provider and it was not resolved for a long time. This will help you react and address the complaint a lot quicker, knowing that you would not have liked that to happen to you.
  • You want to make the numbers look good for your manager and you end up closing a complaint even though it is not yet resolved. How would you feel if such a complaint you raised is closed prematurely by the service provider without resolving the whole issue?
  • if you do not have the knowledge to address the customers queries and complaints, react and respond in a way that you would expect a service provider to react if you called in and they could not address your query or complaint.
  • You find a complaint opened for a long time with no response. Would you be okay if a service provider of yours had one of your complaints opened for a long time without closing it or responding to it?
  • When responding to a query or complaint, review it by putting yourself in the readers shoes and evaluate if you would be satisfied if you received such a response.

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