Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume I, Issue 6

Date: February 1, 2000 - ER in the Call Center

Building solid relationships with customers is key to evoking their loyalty to your product and/or service. When you make dealing with you easy on your customers the first time, it becomes natural for them to think of you the next time--and the next time and the next time.

Why Is ER So Important? Human beings need human beings. We know this need for each other has been met when we feel a sense of connection. The ingredient that produces that sense of connection is ER--empathetic responsiveness... putting ourselves in someone else's shoes and seeing something from their point of view. Customers remember empathetic responses and they return for more of the same.

Seventy to 90% of what happens with customers is driven by human nature and has nothing to do with technology (Customer Care for 2000 by Paul Anderson, TeleProfessional Magazine, January 2000, p. 8). Since being human is so critical, it's very important to keep from becoming mechanical. When that human is interacting with you, your own humanness needs to come forth.

The path is empathy. It sounds simple, and quite honestly, it is. The challenge is to remember to empathize in the moment of contact.

Quote of the month:

80% of success is showing up. Woody Allen.

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