Comments on: Transform the Service Experience through Empathy http://jb.jimbaston.com/2013/03/12/transform-the-service-experience-through-empathy/ Transforming the Customer Service Experience Tue, 25 Feb 2014 12:19:16 +0000 hourly 1 https://wordpress.org/?v=6.9.4 By: How Service Providers Can Stand out from the Crowd | jimbaston.com http://jb.jimbaston.com/2013/03/12/transform-the-service-experience-through-empathy/#comment-1713 Tue, 25 Feb 2014 12:19:16 +0000 http://jb.jimbaston.com/?p=621#comment-1713 […] done for me this morning.  It showed that he was sensitive to my situation (please read this prior blog post on empathy) and he provided the level of support he felt would suit my needs in the […]

]]> By: Jim http://jb.jimbaston.com/2013/03/12/transform-the-service-experience-through-empathy/#comment-56 Wed, 13 Mar 2013 13:34:21 +0000 http://jb.jimbaston.com/?p=621#comment-56 In reply to Jack Hole.

Thanks Jack. I am definitely going to look up that book. It sounds particularly relevant to the technical service business. Thank you for the suggestion. I look forward to reconnecting the next time I am out west.
Jim

]]> By: Jim http://jb.jimbaston.com/2013/03/12/transform-the-service-experience-through-empathy/#comment-55 Wed, 13 Mar 2013 13:33:20 +0000 http://jb.jimbaston.com/?p=621#comment-55 In reply to Derrick Pick.

Thanks Derrick. Your point is very well made. We always seem to want to point to big things to make big differences, but when it comes to creating an exceptional customer experience, it is the small, everyday things that make the big differences.
Jim

]]> By: Jack Hole http://jb.jimbaston.com/2013/03/12/transform-the-service-experience-through-empathy/#comment-52 Tue, 12 Mar 2013 15:21:17 +0000 http://jb.jimbaston.com/?p=621#comment-52 Good stuff as usual Jim! I can’t remember if I told you of a book I read about 6 months ago, “Extreme Trust – Honesty as a Competitive Advantage”. It was a good one and I think empathy for the client is at the heart of it. Talk to you soon. Let me know if and when you plan on being in the Vancouver area any time soon!

]]> By: Derrick Pick http://jb.jimbaston.com/2013/03/12/transform-the-service-experience-through-empathy/#comment-50 Tue, 12 Mar 2013 13:50:39 +0000 http://jb.jimbaston.com/?p=621#comment-50 Very good article, Jim. I particularly like the comment: “I find it hard to believe that most companies truly don’t care about their customers, but I do believe it is true that most companies don’t communicate that they do by their actions.”

It doesn’t matter if employees don’t know how to be empathetic, or aren’t good at consciously demonstrating empathy, the end result is the same.

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