When handling members of the public, it is so important to adopt 'Customer Empathy'. There a direct link between customer empathy and the human element.
Why exactly is Customer Empathy? And why is it necessary for service officers, including healthcare workers to practise these virtues.
Customer Empathy is about providing a personal service where the warm glow you get when you return to a business and they remember your name and are pleased you've come back, or when they are obviously interested in you as a person, or are genuinely concerned about fixing some inconvenience they've caused, sincerely caring for what you've been put out.
Customer Empathy creates that wonderful sense of true (emotional) satisfaction we feel when we're being valued and treated as a person, as a human being.
By bringing the human element into our interaction, we can create an emotional bond between us and the public so that they will stay loyal to you and to want to come back to you, even if there's some better 'deal' elsewhere -even during a recession
We can build the best hospitals, more family centres, more nursing homes, more resources and manpower, but if we do have that human element that is vital to lift the human spirit, then all these efforts will fail.
Raymond Anthony Fernando
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