Empathy in customer service - a consumer report

MyCustomer and Genesys recently conducted a survey of 500 consumers who had recently contacted customer service while in a heightened emotional state, to gauge how well organisations are understanding and responding to their customers' emotional needs. The report - Empathy in Customer Service: A Consumer Survey - details the findings of the research, explains the implications, and shares advice about how to respond and improve empathy in your own service experience.