In the age of technology, consumers have grown accustomed to instant gratification. With email accessible on smartphones and online shopping available with free, next-day shipping, the art of quality customer care is often pushed to the side. However, sacrifices shouldn't have to be made, and a desired product does not need to be traded in for a good interaction with a company employee.
German researchers found that pairing employees with customers who have similar personalities is going to help forge a better relationship between the two parties. Specifically, the research highlights a direct link between employee empathy and consumer satisfaction and loyalty.
Katherine Lemon, editor of the Journal of Service Research said that empathetic customers are more likely to forgive a spilled cup of coffee while workers with that same personality trait will be more inclined to sensitively respond to complaints and concerns.
"This then mitigates the negative effects of customer dissatisfaction on customer loyalty," Lemon said in a BusinessNewsDaily.com article.
According to Anne Morriss and Frances Frei, co-authors of a book about customer service, the number one obstacle to excellence is an emotional one. An example they use is that in healthcare, ease of access – same-day appointments – is sometimes inversely related to status, or how prestigious the doctors are. Hospitals may want to rapidly serve patients with lesser-known providers or offer the best specialists who are booked months in advance. But, it's difficult, if not impossible, to have both.
Companies and organizations shouldn't have to make sacrifices on the services they offer. Instead, they should focus on ensuring that customers have the best possible interactions with employees. Partnering with a live answering service is a perfect way to find the best of both worlds. Through phone, email or text messaging, consumers will always be able to contact a human being who is willing to go the extra mile for quality care.