The Power of Empathy in Customer Contact

A dispute with a customer should never escalate. It is best to avoid escalation and find a solution that works for both parties. Because what is more important? Winning a customer or winning an argument?

Below we outline an example of how it is better not to do it.

The Hotel Incident

A tired traveler arrives at a hotel and asks if his room is available. It is not yet official check-in time, but the traveler hopes the room is ready so he can rest after his long journey.

The receptionist responds curtly: “Check-in is not until three o’clock. You must wait.” The traveler feels rejected and becomes slightly irritated. He starts complaining to the receptionist. Once again, the receptionist makes no effort for the customer, causing the tension to rise. As a result, the other guests notice the tension and the traveler will share his bad experience with others. This damages the hotel’s reputation.

Where Did It Go Wrong?

The issue was not with the rule itself but with the way it was communicated. We see a missed opportunity to show empathy and handle the situation diplomatically. A little understanding and willingness to find a solution could have made a big difference. For example, the receptionist could have called housekeeping to ask if the room was ready or could be cleaned earlier. Even if this didn’t work, the traveler would see that an effort was being made. Then, the receptionist could have offered several options, such as leaving luggage, using the lobby or café, or relaxing in the lounge area.

The Essence of Customer Contact

In customer contact, it is often not about following rules, but about the way they are communicated. The receptionist showed no empathy, making the traveler feel rejected. Empathy, understanding, and proactive solutions make a world of difference. This leads to satisfied customers and a good reputation.

Remember: A little empathy can make a big difference. It is not always about who is right, but about how the message is conveyed.