My husband died in 2007. Before this, we'd had a phone plan that fit our needs. We barely used our cell phones so we had a limited number of minutes to use each month. Neither of us ever came close to reaching that limit, not even once.
After my husband died I was on the phone non-stop. People calling to see how I was. His job calling with benefit information. His family calling to judge the hell out of me and demand that his death was my fault.
I need to add that since my husband did not have a will when he died all of our assets were frozen. I was completely unable to work and the rest of the money was unavailable until his estate was figured out.
So, T-mobile calls me to tell me that my phone is about to be shut off. My phone bill had reached $2000! I explained that my husband had died and I was unable to pay the bill. Told them that I didn't even know WHEN I'd have money to pay anything at all, let alone the phone bill.
T-mobile cleared the entire $2000 from my bill. They also gave me unlimited minutes for the next 2 months. Say what you will about T-mobile but they've done good by me. I'll forever feel indebted to them and will stay with them till the end.
This is a personal experience of Bianca N. Diesel shared on Quora.com.
We come across many companies who uses marketing slogans like, 'happy to help' or 'delivering happiness'. Such extreme situations are real test of their 'customer empathy'. Else its just sloganeering. Nothing else. Customer Empathy creates that wonderful sense of emotional satisfaction your customer feel when he's being valued and treated as a person, as a human being. Bring the human element into your dealings that helps creating an emotional bond with customers. Put yourself in their situation and then call shots in your business. Win your customers first, sales will follow.