In customer service training circles, there’s a belief that you can't train for empathy. In other words, the empathy required by a customer-facing employee is a fixed personality trait, something that ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Inbound marketing focuses on building and maintaining customer relationships. Investing in customers attracts leads to your site. It encourages them to choose your products and services, keeps them ...

Emotional intelligence, or EQ, as it is often referred to, is your most critical element (yet likely your most overlooked) when delivering truly competitive customer service in your industry. I cannot ...

Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Every two weeks, ...

There are three domains of empathy: emotional, cognitive, and compassionate. Mastery of these domains is often shown in the positive feedback and loyalty shown to a brand. If you brand your company as ...

Treat customers like humans, not voices. Although it can be easy to dehumanize a caller, remember a real person (who is relying on you for help) is on the other line. Take it slow. A calming and ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...

Building community is what people do best. It's what differentiates us from the machines – and it's where we often glean our happiness. However much we automate our interactions, we must still find ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Quality customer service will not only ...

I've known Celia Fleischaker, Verint's CMO, for several years now -- in fact, since she started prior to Verint as the CMO at PROS -- and my admiration for the quality of leader she is and even more ...