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 ...

Empathy was once considered too soft and squishy for the world of work, but decades of research have shattered that myth. Empathy includes three pieces: sharing others’ experiences, trying to ...

Service recovery dynamics examine how organisations respond to failures in service delivery and the processes by which they restore customer satisfaction, trust and loyalty. This field integrates ...

We’ve all had those calls with customer service where we hang up and go, “Well, that person didn’t care about my problem…like, at all.” And why would they? Customer service agents’ job is to answer ...