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Customers appreciate employees who approach their needs, wants, questions, and problems with empathy, good humor, and the ability to actively listen. — Getty Images/kali9
The foundation of empathic design is observation and the goal to identify latent customer needs in order to create products that the customers don't even know they desire, or, in some cases, solutions that customers have difficulty envisioning due to lack of familiarity with the possibilities offered by new technologies or because they are locked in a specific mindset.
It can be difficult to empathize with customers, though. I work in customer service. I sound like I care about the problems people tell me, but actually I don't.
Compassion and empathy sound like synonyms, but they're two different skill sets. Here's how and why to hone both qualities, according to psychologists.
Empathy: the provision of caring, individualized attention to customers Responsiveness: the willingness to help customers and to provide prompt service These are the five dimensions of service quality that form the basis of the individual items in the SERVQUAL research instrument (questionnaire).
Empathy – Awareness of others' feelings, needs and concerns. The competencies in this category include: Understand Others – Sense others' feelings and perspectives; Develop Others – Sense others' development needs and bolstering their abilities; Service Orientation – Anticipate, recognize and meet customers' needs
Empathy facilitates collaboration, innovation, and employee retention. It can also influence how entrepreneurs build products and services that truly help customers.
In their book Creative Confidence, Tom and David Kelley note the importance of empathy with clients, users, and customers as a basis for innovative design. [33] [34] Designers approach user research with the goal of understanding their wants and needs, what might make their life easier and more enjoyable and how technology can be useful for them.