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Applying the Velocity Mindset in Customer Service

How Empathy Accelerates Great Customer Experience

Shep Hyken interviews  Ron Karr, CEO of Karr Associates, Inc. and author of The Velocity Mindset. They discuss the impact of empathy in delivering customer-focused service.  

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Top Takeaways: 

Often in customer service, we tend to put self-imposed limitations that get in the way of delivering great experiences to our customers and slows down the process. When we don’t satisfy our customers sooner (or soon enough), they walk. 

Everyone in customer service needs to ask the question: How can I help the customer in the shortest amount of time, so they can get the results that they want? 

A customer service mindset plus a velocity mindset equals a great customer experience. 

To succeed in customer service, you need to have a high score in empathy. Empathy helps you ask the right questions that get you the information you need to help your customers. 

Cortisol is the fight or flight hormone. Every minute that customers wait for resolution, the higher their cortisol levels get. We must lower their cortisol levels by getting to the issue faster and turning their experience into a positive one right away.  

Companies often concentrate too much on the message. They should be concentrating more on how it is communicated, so that the customer has the right experience. 

Customer service is not just about responding to a complaint. It is about taking care of people throughout their entire journey.  


“Everybody is in customer service. Anytime someone touches a customer, it is a moment of service.” 

 “Customer service is all about eliminating resistance so customers can make better decisions, buy-in to your solutions, and move forward.” 

“Empathy allows customer service agents to become customer-focused instead of self-focused.”  

“The biggest mistake is concentrating on what the message is instead of how it is delivered to the customer in a value-added manner.” 

“All the customer wants to know is that if they have a problem, someone will be there to help them.” 


Ron Karr is the CEO of Karr Associates, Inc. and the author of five books including the bestselling Complete Idiots Guide to Great Customer Service and his latest, The Velocity Mindset.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:  

  1. What is the velocity mindset?
  2. What is the difference between customer-focused and self-focused customer service?
  3. Should customer service agents use scripts?
  4. How does the Empathy Quotient impact customer service?
  5. What is the role of neuroscience in customer service?

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