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But that is exactly what the GP said. You want somebody to care about you and your problem and to make an effort to solve it.
by krylon 10y ago
But that is exactly what the GP said. You want somebody to care about you and your problem and to make an effort to solve it.
- cptskippy 10y agoHe said "the most important aspect of communication with a customer is empathy". I disagree. When I call support I'm not looking to commiserate or share my misfortune. I'm looking for acknowledgement of and resolution to a problem. This view that empathy is what's important is the reason why hold messages say "your call is important to us" and why all customer support feigns empathy to my emotional plight when I call them about anything.
- krylon 10y agoEmpathy, in this context, means to me that I care about the problem of the person I am supposed to help, which increases my motivation to actually help them. Saying I care and actually caring are not the same. When I call a hotline with a problem and am stuck in a loop telling me how important my call is to them, it tells me they don't care at all. At least that how I understand the comment, and since I also wear a helpdesk-monkey-hat at work, it is how I try to deal with our users.