In the latest edition of The Ticket (Intercom's newsletter for CS leaders) Bobby S. reveals the secret to what shapes people’s 𝒓𝒆𝒂𝒍 experience of a brand. HINT: it’s not the brand’s website or an ad. It’s the customer service team. And, while not 𝒆𝒗𝒆𝒓𝒚 customer interaction turns into a meaningful moment, the exchanges that involve a deeper connection always create the most memorable customer experiences. And, it turns out, customer support professionals are better able to connect with customers when they have the autonomy to show up as themselves and handle conversations as individuals. This week, we're diving into different ways teams can promote this approach. 👇 Read the newsletter now, and join the 17,000+ other customer service champions who subscribe to The Ticket 🎟️✨ #custserv #customerservice #customersupport #cx
Empathy is indeed an underrated superpower--and when working in customer service, the more we listen, the more success is guaranteed with the resolutions we seek. Thanks for sharing, and for the read!
The problem today is that everyone wants to speak and listening has taken a backseat, for all the wrong reasons. Remember when you all needed somebody to sit down and listen to you? Let's be that person and you will be solving bigger problems than you can imagine.
Empathy is that secret mirror through that allows us to read fully a customer’s mind, it’s the fine line between a soul and mind, a book without a script. A human thing, or maybe super…
I agree 100000%
100%
Executive VP | Revenue Growth | Customer Operations & Global Strategy | Customer Retention | Innovation & Automation | Voice of the Customer | Public Speaker
10hAbsolutely agree! 🌟 Empathy truly is a powerful tool in customer service and beyond. It’s remarkable how understanding and connecting with our customers on a deeper level can transform their experience and drive meaningful engagement. At SEMrush, we’ve seen firsthand how empathy can enhance our interactions and lead to more personalized and effective solutions. Thanks for sharing these insights—it's a great reminder of the impact empathy can have! 🙌