Why empathy is essential to providing high-quality customer service

03/30/2012 | NetworkSolutions.com · CBS MoneyWatch

Following through on your commitments to your customers and communicating with them can help to build loyalty and repeat business, writes Thomas Ford. Empathy is key for top-notch customer service, Ford and Michael Hess note. "No matter what procedures, processes, people or tools you put in place, empathy -- the ability to identify with and understand somebody else's feelings or difficulties -- is a quality without which superior customer service simply can't exist," Hess writes.

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NetworkSolutions.com · CBS MoneyWatch

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