I am curious about customer behavior and the aim of this post is to cover the results of a consumer survey created by My Customer and Genesys. The results examined how empathy is a relevant part of companies taking care of both their customers and employees and how this affects the success of the company. I think this is a relevant part of this study unit since customers are the main force and reason for the development of hospitality and how it`s related to marketing.
Nowadays because so much customer service is done online people do not get a full reaction from the other person behind the online service that is being used. With online service, you evaluate how fast things are being done and how good is the product or service that you wanted or have at the end. You don`t have full access to how you are being treated.
Richard McCrossan (Empathy in Customer Service 2021, 9) describes in this how employees in customer service have challenges understanding customers since they explain problems differently. Also since customers have different expectations and customers might treat the employees differently it is not easy to employees to be empathetic.
How technology affects the use of empathy
What I learned from this study and generally over the past few years is that companies are getting better with customer service because of online feedback and have much more potential to grow business to the better. I think that with employees it is important for their job with hospitality and services to show at least some kind of understanding but if the customers are being rude they should be treated as how they are being perceived.
This case study covers how much companies are dependent on technology and also customer reviews for developing their business and working techniques. Since employees in companies usually learn or do things based on the influence of others the same is with empathy. In some situations, empathy is seen as a form of weakness but I think with most customer service it is seen as rude or bad service if employees are not empathetic.
I think that even the companies with more empathetic leaders have been able to get more long-term staff and have generally better reviews since it`s better for employees to be understood and that makes working better and more effective. Good empathy for employees can be seen as a result of good customer service.
Conclusion
My conclusion is that the research gave important insight into customer service. Empathy should be at least thought by the management of the company despite the employees might not need it with specific customers. With online services, it is expected to be more about how fast and how trustworthy the service is but if possible more employees are available online the better service can be. Even online customers can`t complain that a service is only automatic without the presence of the employee.
Organizational managers should give personnel more time to understand customers and also online. It should be supported for long-term success. Not to force it on customers but try to be there and notice individual differences.
Bibliography:
Rosen, M. 2021 Customer Service Experience: Fuel Business Growth with Attention to Customer Care https://www.groovehq.com/blog/customer-service-experience