Profiles International Finds Empathy Crucial to Building Loyal Customer Base

Austin, TX (PRWEB) November 10, 2009 – Profiles International, a global leader in employment evaluation and human resource management assessment tools, says that empathy is a key characteristic for customer-facing employees in companies seeking to build loyal customer bases.

“Even if your customer service employees can’t fix the customers’ problems, they should still do everything they can to identify with customer pain and frustration,” says Bud Haney, co-founder and president of Profiles International. “Anyone who’s been on a flight delayed by inclement weather knows what a huge difference it makes when the airline personnel do everything they can to show they care, even if they can’t remedy the situation.”

Customers want to know that your customer service employees care about their frustration. When your employees show high levels of empathy, customers are likely to do business with you again, even if their initial experiences weren’t perfect.

“Given the current economy, no company can afford to be insensitive to its customers, and businesses that are really serious about building loyal customer bases will do whatever they need to do to show that they are concerned about their customers’ experiences,” says Dario Priolo, Managing Director of the Profiles International Research Institute.

Download the full report: “Six Crucial Behaviors for Customer-Facing Employees”

About Profiles International
Profiles International helps organizations worldwide create high-performing workforces. Through comprehensive employment assessments and innovative talent management solutions, Profiles’ clients gain a competitive advantage by selecting the right people and managing them to their full potential. For more information about Profiles International’s suite of human resource management solutions, visit their website at

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