There is a massive opportunity in these figures.

Empathy and emotional intelligence

Exceptional customer service is built on an agent’s empathy and emotional intelligence. These are learned skills, but they’re not easy to teach – a task made even more challenging with generational differences among agents and the customers they serve.

It’s only natural for humans to want to feel understood and heard, especially with the chaos and anxiety permeating the atmosphere these days. In order to successfully validate a customer’s wants and needs, empathy is a must.

Empathy is crucial for establishing healthy relationships and fostering compassion. It involves experiencing another person’s point of view, as opposed to just one’s own. It is a prosocial, or helping behaviour, skill that comes from within rather than being forced. From a customer service perspective, empathy is the ability to have a human interaction with a customer.

Responding to negative feedback

One bad experience with an agent can cause them to abandon you for a competitor. Worse, one bad experience can cause a lost customer to write a bad review or utilise word of mouth to criticise your business, but we all know that a negative customer review does not always have to do with your quality of customer service, and oftentimes, it is beyond your control. What you do have control over, however, is how your team responds to negative reviews. Resolving a complaint can be just as effective as preventing one in the first place. Responding to negative feedback in an empathetic manner can actually boost loyalty and overall brand image.

Exceptional customer service is at the heart of our Brighter Directions company culture.

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Personal interactions are a foundation of business and we are lucky to work with truly amazing people. At Brighter Directions, we use our expertise to provide services and solutions to assist our clients in their own professional endeavours, and we place great importance on the partnerships we build.

Our clients are at the heart of our business and we honour the trust they place in us when they give us the responsibility of assisting with a part of their enterprise. Because of this we always ensure that we work alongside them, with honest and effective communications, never promising services that we can’t provide.

Throughout our years in business, we have been fortunate to work with clients and businesses within many sectors. It’s what makes our job unendingly interesting and it makes us grateful for every day that we get to be a part of this social industry. We’ve met some amazing, interesting, and wonderful people along the way.

The Brighter Directions team strive for excellence. We work together, combining our skills to provide the highest level of service we can for you, and we hope our clients are as happy with us as we are with them.

We feel truly blessed to work in this industry where every day is different, and we get to make the most of our creativity. At its heart, though, marketing is about people – communication and interaction – and we know that without our clients, we wouldn’t be able to do this job we love.

As Customer Service Week reaches its end let us say that the Brighter Directions team are incredibly lucky and thankful to have made so many wonderful clients and friends over the years and we will always be grateful!

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