Customer Satisfaction Depends on Problem-Solving Efforts, not on Empathy

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Chloe Xu, Director, Australia
🔥NEW It is instinctive that when something goes wrong, we apologise. This is also the first thing we do in customer service. However, saying "sorry" is not enough if companies want to achieve customer satisfaction. New research even shows that going that extra mile to convey a lot of empathy and concern during an interaction with a customer can REDUCE customer satisfaction. The researchers suggest that to make their customers happy, companies should rather demonstrate how creatively and energetically they are trying to solve the customer's problem. The research studied 111 clips that depicted airline workers dealing with passengers who had lost bags, missed flights, or suffered other problems of travel. The surprising results:
  • Employees who expressed a great deal of empathy did a poor job of satisfying customers, as customers perceived this as a lack of competence.
  • Customers cared about and valued the actual process by which the employee tried to solve the proble (...) Read more? Sign up for free

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  Akintunde Olusegun, Consultant, Nigeria

Customer Satisfaction Depends on Problem-solving, not on Empathy

What customers who are grieved need is the real so (...)

  AMUGE RHODAH, Student (Other), Uganda

Customer Satisfaction Depends on Problem Solving not Empathy

This is absolutely right because when a customer's (...)

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