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Zenith Dealer Solutions Blog

Responding to Caller Concerns With Empathy - The Empathy Series (Part 2)

In our the first installment of our “Empathy Series” we recapped an actual caller scenario: “I’m interested in the 2019 Nitro Z19 and Frank was supposed to call me back yesterday, but I still haven’t heard from him.”

Topics: Scripts Caller Experience Phone Calls PhonePerformance Empathy

Why Your Marine Dealership Needs Empathy - The Empathy Series (Part 1)

Empathy is the ability to understand the point of view and feelings of another — to walk the proverbial mile in someone else’s shoes. Empathy is one of those attributes that gets a lot of “buzz” but remains an abstract concept when translating to the business world. Consider how many interactions you’ve personally experienced as a customer where you felt like the employee really connected with you, are those experiences the exception or the rule? Alternatively, think about how great you feel when you do have an interaction where an employee takes the time to really understand and connect with you. Empathy is a critical skill for satisfying the needs of customers and remains one of the most difficult to master and apply in real world scenarios.

Topics: Customer Satisfaction Customer Experience Phone Calls PhonePerformance Empathy