IT Industry News. Daily.
Empathy is a key differentiator in creating exceptional customer experiences in an increasingly tech-driven business world.Labelled a ‘soft skill’, it’s a complex trait to develop that requires self-awareness, emotional intelligence, and ongoing development.
Empathy requires a high degree of emotional self-awareness that enables individuals to regulate their own responses more effectively, allowing for authentic empathetic engagement with customers.Consider the customer experience when a new bank card is issued. The bank’s process entails automatically re-issuing the card to the courier responsible for delivering the card to the customer.
. Empathy is demonstrated by relating to what it must be like without access to a bank card and unable to make any transactions, and appreciating that the normal process failed the customer. It also implies the appreciation of the unique situation of the agent to access the right resources and brokering the resolution to remove the customer’s effort.
The easiest way to avoid the threat is to fall back on the ‘safe’ and compliant process when confronted with discomfort or dilemmas. This lack of flexibility often prevents them from connecting with the customer on an emotional level. At the same time, many Gen Z will find themselves starting their working careers in the service sector.
Empathy also has a direct impact on the bottom line. Deloitte found that companies leading in empathy not only outperform their competitors but also experience greater customer loyalty and employee retention. In an age where service delivery is becoming increasingly automated and robotic, empathy remains a distinctly human advantage.Empathy empowers employees to connect with customers on an emotional level, diffuse challenging situations, and build stronger relationships.
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