True empathy

True empathy

It’s a myth that you should ‘treat customers in the way that you would want to be treated’. Why? Because everyone is different.

It’s easy to respond to every customer in the same way, but that’s not GREAT customer service – that’s operating on auto-pilot and starting to solutionise based on a superficial understanding of the customer.

Recognising how your customer is different from you and responding in a way that’s right for them is empathy in action.

This small change to the way you approach an interaction with a customer can have a dramatic impact on how GREAT your interaction will be. It helps you to really emotionally connect with your customer – people like people who are like them!


This learning tip comes from our ‘GREAT customer service’ programme. Check it out here. If you’d like to explore this topic or any other aspect of customer service training then please do give us a call on 01582 463464. We’re always here to help.

Categories: Customer service

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