The pandemic has changed the relationships we have with each other, and it’s made human connection more valuable than ever.
Consequently, empathy is now integral to the modern customer experience. Customers want to feel heard, understood and supported, and they’ll vote with their feet – taking their business elsewhere – if these needs aren’t met.
Many organisations have already engrained empathy into the very fabric of their businesses – some as a direct result of the pandemic experience, but for others, considerable improvement is needed in order to build authentic, trusted and lasting customer relationships.
At Moneypenny, we know first-hand that empathy shapes customer experience. Our commitment to empathy comes from the top, so thanks to our empathetic leadership, we’ve created a business centred on empathy – both for our people and our clients too. We know that empathy breeds a positive workplace culture, happy staff and therefore happy customers.
With years delivering Telephone Answering, Live Chat, Outsourced Switchboard and customer contact solutions for more than 21,000 businesses across the UK and US, we’ve talked to customers about all sorts of issues and in all emotional states. Empathy has been integral to each and every one of these interactions. It sits firmly at the heart of excellent customer care.
Here are some of the lessons we’ve learned:
For more practical tips on furnishing customer-facing teams with the emotional intelligence they need to excel and to find out just how empathetic your team is, take our quiz and download our new ‘Putting empathy at the heart of customer care’ report here.
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