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…and is the key to customer service?

According to this article: EMPATHY!

I found this article particularly stimulating, not just the customer service but for all communication – I could talk about non-visual communication (the phone) or visual communication, such as e-mail. Too often the tone can be direct or abrupt and does not embrace the recipient. Empathy is all about them, not you! This leads me to all of the other aspects of communication I adore: listening, really listening and hearing not just the words but the tone and listen to the pause.

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