In 2012, the blog Gizmodo acqxuired a copy of Apple’s Genius training manual. There was a section on teaching customer-facing staff how to be more empathetic.
Naturally, there were a fair few jokes about this, with Gizmodo noting that much of the advice seemed to be along the lines of saying “I’m sorry you feel that way” after a fight with your girlfriend.
However, although easy to mock, corporate empathy has been rising up the agenda over the past few years. These days it is no longer just about making staff in frontline roles play nice with those they serve.
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