Infographic: How important is empathy in customer service?
A new survey of 500 consumers reveals how well organisations are understanding and responding to their customers' emotional needs.
MyCustomer and Genesys recently conducted a survey of 500 consumers who had recently contacted customer service while in a heightened emotional state, to gauge how well organisations are understanding and responding to their customers' emotional needs.
The report - Empathy in Customer Service: A Consumer Survey - details the findings of the research, explains the implications, and shares advice about how to respond and improve empathy in your own service experience.
The infographic below provides a taster of some of the key findings.
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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.
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