Empathy for Customer Service Professionals
19mBeginner2023-07-12
Authors
Myra Golden
Author, Trainer, Keynote Speaker
Course details
Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn't feel positive. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. Instructor Myra Golden shares three keys to empathy in customer service and reveals how to use empathy to put customers at ease and reduce callbacks. Learn about how to use empathy to your advantage with difficult customers. Plus, if genuine empathy is challenging, Myra shares a formula for conveying empathy even when it doesn't come naturally.
Skills covered
Emotional IntelligenceCustomer Service SkillsCustomer ServiceWell-Being and Self-CarePersonal DevelopmentProfessional DevelopmentOne-Off
Concepts
0. Introduction
- 01 - Customers remember how you make them feel
1. Why Empathy in Customer Service Matters
- 02 - Explore the role of empathy in customer service
2. Empathy - The Secret to a Great Customer Experience
- 03 - Be an empathic customer service professional
- 04 - If genuine empathy is hard for you, try this
3. Build Your Empathy Quotient
- 05 - Would you say that to your grandmother
4. Apply Empathy to Your Customer Support Tool Kit
- 06 - Diffuse anger with empathy
- 07 - Use empathy to your advantage in customer support
- 08 - Convey empathy when things go wrong for the customer
Conclusion
- 09 - Continue to cultivate your empathy skills