I found myself talking to a debt collector this week (not for the obvious reasons) and it led to a really neat mini-case study on customer empathy.
She was remarking on how much time her clients made her waste with unnecessary phone calls - Specifically she kept finding that only a few hours after emailing her with instructions, her clients would then also be calling on the phone to repeat the request.
We solved the mystery in 3 stages:
1. Customer empathy absent
We established that she and her clients were in very different mindsets:
2. Customer empathy identified
All that was needed was a 'handshake' whereby incoming messages would be acknowledged, with the reassurance that they would be processed within the appropriate timeframe.
3. Customer empathy in action!
She now has a simple email auto-response for all incoming messages, that confirms receipt of the email and that the matter will be dealt with within [x] hours.
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By Kevin Sheldrake
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