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Credits

Sponsored by Lorman Education
Product ID: 404070EAU
 
Credit & Course Provided by:

Walk In Your Customer's Shoes: Empathy Skills And Techniques

OnDemand Webinar (44 minutes)

Understand how to deliver exceptional customer service using empathy.Possessing empathy is, at its simplest, awareness of the feelings and emotions of other people. It is a key element of Emotional Intelligence (EQ), the link between self and others. EQ is the ability to recognize and regulate emotions in ourselves and others. Our customers generate 85% of our organization's revenue, so delivering exceptional service is the key to lasting competitive advantage. Being able to deliver exceptional customer care and service demands that we are capable of walking in our customer's shoes, and we accomplish this by exercising a high level of empathy. A critical step towards achieving empathy is gaining a solid grasp of emotional intelligence. During this topic you will learn how to leverage emotional intelligence by embracing four key strategies including Self Awareness, Self-Management, Social Awareness, and Relationship Management in order to forge powerfully effective relationships with your clients as you strive to deliver exceptional service.

Authors

Ethan L. Chazin, M.B.A., The Chazin Group LLC

Agenda

Understand How Empathy Correlates With Building Stronger Customer Relationships

Apply Emotional Intelligence to Regulate Your Emotions When Dealing With Clients

Become Adept at Gauging Body Language to Affect Other's Opinions of You

In Business Everything Is Personal ... When It Comes to Serving Customers

What Clients Want Is Never the Same as What Clients Receive. Ignore at Your Own Peril

Additional Formats

Audio & Reference ManualMore Info
MP3 DownloadMore Info