The Real Deal Breaker in Customer Success? Empathy.

Let’s look at a typical scenario: You just downloaded an app you are crazy about trying, and you hit a roadblock. You can’t seem to figure out a step in the configuration and know it’s time to shoot over a quick email to support to see what is going wrong. You have a big chance of either coming across two types of help: Empathetic or textbook response-type of person. Empathetic: “I’m so sorry to hear you are having a hard time with our app, but I would be more than happy to figure out what we can do to make it work for you :)”
Textbook response-type: “Sounds like you installed it wrong. Here is the tutorial to do it correctly, Best.”
Which one would you want to receive? It seems like a no-brainer, but in reality, empathy does not grow overnight. It’s a feeling that you have to learn and nurture within you to come closer with a user the minute they reach out to you.
The truth of the matter is a big part of customer success, no matter the industry, is about connecting with customers, understanding their needs and frustrations, and communicating effectively with them. In short, it’s about practicing empathy — which your
Source: https://managewp.org/articles/18282/the-real-deal-breaker-in-customer-success-empathy

source https://williechiu40.wordpress.com/2019/01/10/the-real-deal-breaker-in-customer-success-empathy/