From the course: Serving Customers in a Continuously Changing World
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Showing empathy in the new customer service reality
From the course: Serving Customers in a Continuously Changing World
Showing empathy in the new customer service reality
- I want to share with you what I call the window of perception. Imagine for a moment you're sitting on a couch in a living room in a suburban home looking out a large window with a view of the front yard. What are some things you might see when you look out the window? You might see green grass, a white mailbox, a brown tree, a person walking their dog on the sidewalk. Now imagine for a moment that you are the person walking the dog. You look through the same window in the same moment of time into the living room. What are some things you might see then? First off, you may see someone sitting on the couch staring at you, but then you might notice a gray couch, a silver TV, a gold colored lamp. Let me ask you a question. If you're looking through the same window in the same moment of time, can you see two totally different things, depending on what side of the window you're on? Absolutely. The same thing happens…
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