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Employee empathy creates a partnership

"Satisfied employees transfer their enthusiasm and commitment to customers. This in turn enhances customer satisfaction, driving...

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"Satisfied employees transfer their enthusiasm and commitment to customers. This in turn enhances customer satisfaction,...

driving additional business opportunities and revenue generation," said Karen Price, chief executive of E-Skills UK, the organisation responsible for developing the UK's professional IT skills. Price, who is also one of the judges in the Best Places to Work in IT Awards, said, "Good workplaces are created through good attitude and thinking from management. Empathy for employees and consideration of the work/ life balance generate a particular company culture." This partnership approach depends on effective customer- and employee-centred communications and mobile technology presents a particular challenge for the maintenance of effective communications. "The world of work is constantly evolving," she said. "The physical workplace for many employees is now a home office, which brings advantages, such as reduced commuting and more flexible working hours. "However, this poses a challenge to employers, who must recognise that the remote worker has special communication needs which need to be addressed to avoid a two-tier culture." Employers need to remember that the emphasis on flexibility in the workforce has led to an erosion of traditional loyalties, which means companies must work harder to attract and retain staff. "Employers who fail to recognise that employees are motivated by a positive working environment stand to lose out in the competition for a skilled workforce," said Price.

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