In my experience, every employee must be challenged to empathize, think creatively, and act with conscience. This is most obvious in handling customer service matters, where it is critical to first ask yourself how you would like to be treated in a particular situation, and then act in accordance. If you ever wondered whether all of this pay bottom-line dividends, here’s a nice case study: Fanatical About Customer Service.
Empathy can also spawn a spirit of innovation, where employees question and challenge-if we did this, wouldn’t it make things easier for our customers? Ultimately, “doing the right thing” pays dividends on several fronts. Even on those occasions when you may suffer a loss to assure that a customer is happy or a situation is resolved, this cost pales in comparison to leaving a bad taste in someone’s mouth, or letting your organization know that anything less than “doing right” is acceptable. The following article provides excellent questions to ask in evaluating the quality of your organization’s customer service: How’s Your Customer Services?