Register Online - Add to Cart

Credits

Sponsored by Lorman Education
Product ID: 408839EAU
 
Credit & Course Provided by:

Walk in Your Customer's Shoes: Empathy Skills and Techniques

OnDemand Webinar (63 minutes)

Understand how to deliver exceptional customer service using empathy.When we desire to increase customer satisfaction, we need to build trust with others by showing them that we know how they feel. We will discuss the difference between empathy and sympathy as well as when and how to use them to effectively to provide the customer with an excellent interaction with you and your organization. This material will prepare you to increase your emotional intelligence so you can provide the empathy level required for each customer. We will provide various tools to use in understanding the importance of empathy, how to better understand your customers, and some barriers to empathy and how to overcome them.

Authors

Irma Vargas, V1H Consulting

Agenda

Empathy vs. Sympathy

• Understanding the Subtle Differences

• When and How to Use Empathy vs. Sympathy

Increasing Emotional Intelligence

• The Importance of Empathy

• Empathizing With Strangers

• Awareness vs. Involvement

Barriers to Empathy

• Self-Awareness

• Overcoming Obstacles

• Emotional Intelligence

Increase Customer Service Satisfaction

• Empathy in Action

• Asking for Feedback

• Taking Action