Empathy Makes an Impact
Caring Means Profiting
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Empathy Makes an Impact
Caring Means Profiting
f you are in a position that creates repetition, no matter how animated you attempt to be, no
matter how much you attempt to add variety to your actions, the core of your behavior
simply becomes rote. You might attempt to dress up a well-used script with intonation and
varied wording—but really, it’s the same ol’ same ol’. Since your message is the same, and the
script is what’s worked, why vary?
Sometimes it’s better to take the time to really listen to what the other conversant is saying.
When we’re in a business situation, it’s easy to focus on finding out what’s wrong so that you can
fix it, or explain it. But the customer doesn’t always care about what’s wrong—sometimes the
customer wants a connection.
If you answer the phone with your customary greeting, and what you receive on the other end is
not customary, take the time to feel that person out. Do they want to vent to you about a recent
car accident that’s loosely tied to the reason they are calling? Are they barking at unruly children
and expressing frustration to you?
If your natural response is to allow the interruption and move on without acknowledging it, think
again. Customers are satisfied not just with a resolution for the reason they are calling, but with
the rapport they build with the representative of your company.
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