Tag: empathy
Top 5 Posts in March
March is a transitional month—warmer days and more sunlight signal the end of winter. March 2021 also brings more COVID-19 vaccinations across the country...
In Unusual Times, Replace the Usual Customer Service Phrases
On a typical day, most customers will understand what you mean even if you use less-than-graceful words when you speak or write. For example,...
Leading with Empathy: Demonstrate Understanding, Care and Compassion for Customers and Employees
Everyone could use a little more empathy these days. The desire to feel heard and understood is a basic human need, and one that...
Why Empathy in Leadership Matters
A 2019 study conducted by Businessolver shows that, although 80% of employees believe that organizations need to be more empathetic, only 57% of CEOs...
The Importance of Soft Skills Training Beyond the Pandemic
Even as local economies begin phases of reopening, COVID-19 is keeping most of us in our homes for the foreseeable future, and as a...
Employee Engagement: 5 Lessons from a Pandemic
How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s...
20 Empathy Statements to Show Stressed-Out Customers That You Care
These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like: “How...
Contact Center Pipeline Magazine: Inside Our November 2020 Issue
Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and...
Leadership Insights: Rising Above COVID Challenges
More than six months ago, the world changed for everyone. In most places, people were sent home to work remotely. The contact center industry...
The Covid-19 Crisis: Do We Put Our Energy into People, Process or Technology?
COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing...
The Impact of Altruism on a Servant Leadership Culture
Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing...
What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience
My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...
When People Are Your Business, Behavior Is Your Product
People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules....
Onward and Upward… Or So the Saying Goes
According to thefreedictionary.com, “onward and upward” is an expression that is defined as “something that you say in order to encourage someone to forget...
How to Improve Your Center’s Loyalty and Retention Rates
There is no such thing as, “just an address change” or a “simple customer question.” Every interaction is a loyalty situation: How that interaction...
The Cold Shoulder of Customer Care
Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings...
Don’t Push My Buttons
It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where...
”My Husband Just Died“: What Will Your Agents Do Next?
While sitting on the panel during a town hall meeting of contact center leaders, I was asked by Mary, one of the attendees, “I...
