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Your Key To...

No matter how simple your structure or complex your procedures, excellent customer support revolves around empathy. To put empathy into practice, CBSnews recommends asking these questions in every customer interaction.

  • How does the person I'm trying to help feel?
  • How would I feel if I were that person?
  • No matter the request or the "rules," is there something I can/should do to help?
  • What would I expect to be done for me if the roles were reversed?
  • In the end, what would make this customer satisfied or (better yet) happy, and is there any reason I can't do it or find someone who can?

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