In the world of business, this trait can lead to great customer service experiences, better workplace relationships and better performance. Several recent customer service fiascos on various airlines are proof of that when the plight of customers is ignored and their dignity trampled upon. This article aims to highlight that with empathy come great customer service experiences. Another powerful effort is to instil empathy in sales and service training programmes for frontline staff. To the customer, it shows that you are on the same side, and that is the key to unlocking service excellence.

Source: The Nation Bangkok June 23, 2017 18:00 UTC