Empathy as a Customer Service Strategy

01Howard SchultzIs there opportunity in times of emotional turmoil? Starbuck’s CEO Howard Schultz things so. Or maybe he really wants to use his company and its 190,000 employees as a source of a kinder gentler society. What do you think?

“Today’s financial market volatility, combined with great political uncertainty both at home and abroad, will undoubtedly have an effect on consumer confidence and … our customers are likely to experience an increased level of anxiety and concern. Please recognize this and – as you always have – remember that our success is not an entitlement, but something we need to earn, every day. Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.” – August 23, 2015 See article at  http://goo.gl/joQp7G

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