An apology and empathy that stretches beyond the first few seconds of an interaction with an angry or upset customer can reduce customer satisfaction. That’s the finding of new research led by Jagdip Singh of Case Western Reserve University. Too much empathy when complaint handling can negatively tip the balance on what customers perceive as effective service recovery.
https://customerthink.com/how-too-much-empathy-can-reduce-customer-satisfaction/
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