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New guide reveals secret to improving empathy in customer care

A guide has been launched to help businesses put empathy at the heart of customer care practices and ensure that clients and customers benefit from the power of human connection. 

Moneypenny, the leading outsourced communications provider which handles 20 million interactions for 21,000 organisations each year, has compiled a free guide to promote the commercial necessity of empathy and arm companies with the tools to forge stronger, more valuable relationships – both internally with staff and externally with customers. 

The guide includes practical tips to ensure employees’ use of language hits the mark, explains the importance of active listening and outlines the need for empathetic leadership. It also includes a short quiz to help businesses ascertain just how empathetic they are. 

Joanna Swash, CEO of Moneypenny said: “The pandemic has changed the relationships we have with each other – our peers, colleagues and customers – and it’s made human connection more appreciated than ever. The business winners of the last two years prioritised empathy, but as the world returns to normal we have to make sure we don’t forget these valuable lessons.  

“This guide is intended to remind businesses of the commercial necessity for empathy and show how they can integrate it into service delivery – reassuring customers that they’re not only being heard but also listened to and understood.”

The guide was developed with insight from emotional intelligence expert and founder of The Ei Evolution, Sandra Thompson. Sandra is the first Goleman emotional intelligence coach in the UK and an experienced customer experience management consultant. 

Sandra Thompson said: “Neuroscience tells us that it’s impossible to know exactly how someone else is feeling, yet the value of demonstrating that you’re doing your best to understand is huge – particularly when it comes to business. Brilliant customer service experiences are built on empathetic interactions. That’s how you keep your customers loyal and make your employees feel empowered.”

Joanna Swash concluded: “As a business that handles inbound and outbound communications around the clock, we know first-hand that empathy shapes customer experience. It underpins how we connect with others and has the power to transform reputation. Actively listening and displaying empathy not only puts customers at ease but offers valuable insights that can shape service delivery, and put you at the forefront of your industry.” 

The guide is available to download for free here.

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