One paradox of the information and technological age is the growing need to be a people-person; as information and technology grows at astounding rates.
Think of it this way: How many times have you heard customers tell you that your business needs more technology or information? What is said continuously is that I need someone to help me.
To this day, it is management and businesses that understand that it is our people that make a difference, that thrive in the customer service arena.
Now let's think for a moment about people skills. I don't mean here that you get some type of training on handling people when I'm talking about people skills. What I mean is that people need to genuinely like people...like helping them find solutions to their problems and questions.
We need to understand that the speed of change is so fast now that information can no longer be kept up with. This has left consumers with the need to be affirmed and appreciated and served. They don't want to be made to be ignorant and considered a bother simply because they are at a loss to what may be happening in the products or services we offer. Assume your customers are on information overload and you'll understand how they feel from their perspective.
In other words we need to empathize and put ourselves in their shoes. When we go out to other businesses, how do we feel when we are at a loss? Remember that when dealing with your employees and customers.
We must develop a "culture of empathy" in our businesses concerning our customers. That is one of the main shortfalls businesses have in both employee and customer relations.
I think we need an empathy revival. What about you?
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