What We (Still) Need Most Today


I wrote a few months ago that what we need most is empathy. With the ongoing pandemic, that’s even more true now. Businesses and individuals all over the world continue to be impacted. Understanding how your customers and clients feel allows you to make changes to your customer service to meet and exceed the level of service that they are expecting.

So how do you create an empathetic culture within your customer service?

  1. Understand your team members and acknowledge that everyone responds differently to different situations.
  2. Set an example for your team.
  3. Communicate effectively and share your decisions with empathy.

Once you’ve created your empathetic culture, as a part of your customer service standards you should review them regularly.

  1. Make sure you check in with your team and verify they are being consistent.  Are they continuing to uphold your values and standards with their customer service standards and including empathy?
  2. Review your customer service responses from your customers and clients. Are the responses positive? Are the customers and clients still receiving exceptional service from your team?
  3. Take a look at your communications.  Are you still communicating to your team and clients clearly and with empathy?

Empathy is, and will continue to be, a critical element in today’s world.


Joe Lipham’s full article “What We Need Most Today” was published on July 14, 2020 and can be read at Training magazine.

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