(PRWEB) January 31, 2014
Exact Market, the Silicon Valley-based marketing firm, has unveiled its most recent business self-improvement guide. This game-changing new approach to customer service is unprecedented because it does not focus only on damage control, but offers ways for businesses to provide evolving, proactive customer care.
Entitled “What’s Going on in There? How to Use Empathy to Provide Superior Customer Care”, the best practices document outlines how businesses can be more empathic and thus drastically improve the quality of their customer service. This “empathy guide” has four guiding principles.
Remember that Customers Are Always Right (Even When They Aren’t)
Exact Market says many businesses misunderstand the meaning of “the customer is always right”. It does not mean the customer never makes mistakes; it means the customer deserves to be heard. Empathic businesses really listen to their clients and do whatever it takes to mitigate problems – no matter who is at fault.
Align Goals So Everyone Has the Same Objectives (and Knows How to Get There)
The best customer service, says Exact Market’s empathy approach, is proactive. Empathic businesses make the effort to clearly understand their customers’ goals. Clear objectives mean less misunderstandings and delays, and allow businesses to anticipate their clients’ needs.
Value Differing Opinions (Really!)
The empathy approach says businesses should welcome different opinions because – when handled appropriately—they can improve customer service. Empathic business leaders take the time to really understand why a customer is unhappy, and then take strides to prevent similar situations in the future.
Understand What Matters to the Customer (and Make Sure it Matters to Everyone)
Empathic business owners understand what matters to their clients and incorporate those priorities into their daily practices. Priorities can range from practical to aesthetic, but they should never be dismissed as unreasonable or unimportant.
About Exact Market
Exact Market is an established Silicon Valley-based marketing company who provides innovative, comprehensive and successful marketing campaigns and services for every sized organization: from Fortune 100 companies to small businesses. For more information visit: http://www.exactmarket.com/.