Whirlpool Corporation Prioritizes Empathy in Customer Service

As the head of Consumer Services, Experience, and Operations for 惠而浦 in North America, Simone Silva, MS, MBA has a deep understanding of the company's strategy, purpose, and culture. Simone shared her insights into how Whirlpool has been navigating the pandemic and prioritizing empathy in customer service.

One of the key takeaways from our discussion was the importance of empathy, particularly during challenging times. Simone mentioned that handle times have gone up by 2 minutes due to customers sharing their experiences during the pandemic with their agents. However, rather than viewing this as a negative, Whirlpool has embraced the opportunity to provide effective and personalized support.

To ensure high-quality support, Whirlpool has made the decision to keep their customer service organization in the US mainland. ?

Whirlpool also recognizes the importance of putting human-centered experiences first in developing solutions and designing digital experiences. As different generations of people have different preferences in understanding their options and making selections, it is crucial to have solutions that cater to each persona and use case.

Simone and Nick Glimsdahl also discussed the significance of sharing success stories of customers with employees to keep them motivated and continue providing excellent customer service. These stories can serve as a source of inspiration for employees who work in the frontlines and deal with frustrated or disappointed customers.

In conclusion, Whirlpool understands that home appliances are essential products for many people, particularly those with medical conditions or in healthcare. By prioritizing empathy in customer service and focusing on what they can do for their customers, Whirlpool has been able to navigate the pandemic and continue providing excellent service. Simone Silva's leadership and dedication to creating human-centered experiences have been instrumental in Whirlpool's success.

Nick Glimsdahl?is a speaker, podcast host, contact center strategist, and?author . His mission is to bring together customer expectations, employee needs, and business objectives to create seamless experiences.

Today, Nick hosts the?Press 1 For Nick ?podcast and is the Director of Contact Center Solutions at?VDS .?

Learn from Leaders (Chick-fil-a, The Ritz-Carlton, Crumbl Cookies, Zappos, Google, Starbucks and Disney), best-selling authors, and other fascinating people like Hostage Negotiators, Authors, Scientists, TEDX Speakers, and Researchers.

Each episode features topics like Customer Experience, Employee Experience, Customer Journey, Customer Service, Employee Experience, Contact Center, Culture, Personalization, Storytelling, and more.