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But, sometimes, personalization can get in the way of serving the customer and moving things forward. Last week I delivered a customerservicetraining session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems.
Two years ago I was working with a company to help their customerservicerepresentatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Yes, that is exactly the goal of empathy in the customerexperience.
Two years ago I was working with a company to help their customerservicerepresentatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Yes, that is exactly the goal of empathy in the customerexperience.
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