we almost never see empathy\u2014a basic expectation customers have for customer service\u2014measured and rewarded.<\/strong><\/p>\nSince the rise of social media, companies recognize that creating meaningful connections with customers is critical to their long-term success. And yet, they are still not measuring their connections with customers in meaningful ways.<\/p>\n
In order to truly improve customer service, companies need customer experience metrics that are based on concrete scoring rules. Among other things, these rules MUST quantify the degree to which associates empathize with their customers.<\/p>\n
I\u2019ll bet that if AT&T starts rating reps on their ability to empathize with customers, customers will start hearing a lot more apologies\u2014and when customers hear genuine apologies, they might not feel the need to involve The Haggler.<\/p>\n","protected":false},"excerpt":{"rendered":"
In this past Sunday\u2019s The Haggler, (David Segal. \u201cWhen Your Longest Call Is the One to Correct the Bill.\u201d The New York Times,\u00a0August 14, 2014),\u00a0David Segal covered a particularly bad customer service experience with AT&T. To summarize: AT&T wasted countless hours of a doctor\u2019s time while resolving a billing issue that had been going on […]<\/p>\n","protected":false},"author":7916,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,87],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/113100"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7916"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=113100"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/113100\/revisions"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=113100"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=113100"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=113100"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}