Empathetic Customer Service Policies
This is the first in a series about the MakeStickers company values. Our values live far upstream in all of our decision-making processes. They describe the kind of company we want to be — whatever it is we’re doing. They describe how we do our work, whatever that work happens to be.
Since we’re a custom printing company, how we relate to customers is extremely important, so I‘ll begin my series on company values with: Have empathy for the customer.
Empathy
What does it mean for a company to have empathy for its customers? You need to have great customer service agents, but also the right policies to allow those agents to meet the needs of a diverse set of customers.
Too often policies are written with only the company in mind. What will protect the company? What will help our bottom line? It’s not wrong to consider those things, but it’s easy for policies to demonstrate a huge lack of empathy for customers if only the company’s needs are considered.
We work with thousands of different customers every week. Some are long-time customers who know exactly what they want. Others are first time customers — and more than that, many have never ordered custom stickers or labels before.
