Global business leader community CustomerThink recently posted The importance of empathy in customer service during the COVID-19 crisis, an article by Lauren Kindzierski, HGS’s VP of Marketing and Solutions.
In this piece, Kindzierski shares thoughts around how those in the contact center industry should practice additional patience and compassion when supporting anxious customers who may have been directly affected by the coronavirus crisis.
“Demonstrating empathy has the power to deliver the short-term benefit of satisfying customers in the moment, and the long-term benefit of creating a positive emotional connection that translates to brand loyalty,” she explains. And in an industry built on people and relationships, she adds, humanizing each conversation is vital.
“In an industry built on people and relationships, it is vital to humanize each conversation to understand and build connections with every customer.”
Consider different ways the CX can be enhanced. Perhaps your employees could use additional training to help them better connect with customers. Or maybe a customer’s frustration with long wait times could be alleviated through technology options such as callback features, self-help portals, programmable bots, and video chat.
Crisis or not, the goal is always to create positive and memorable customer experiences. By treating the customer with empathy and respect, you’ll allow them to emotionally connect with your brand.
And then, Kindzierski says, “the company will have created a customer for life.”