Take a second to look at the difference in responses between Yahoo and Square below:
These first two are from Yahoo help community:
The next two are from the Square support community.
Do you notice the clear difference in empathy between the two?
Yahoo moderators feel like they are playing a numbers game. They need to get through each response as quickly as possible regardless of how the user feels.
Square moderators feel like they care and want to ensure each customer feels better after every interaction at Square.
My bet is this has a direct and significant impact on improving the customer satisfaction score too.
I’ll also bet this is one of the easiest, cheapest, and quickest way to improving customer satisfaction score for many organizations today.
Spend a little time and train moderators to respond with a little more empathy.
