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EMPATHY IN CUSTOMER SERVICE

Practical, easy to understand training videos

Learn about empathy and what it means in customer service

Introduction

Showing Empathy in Customer Service

Advantages of Customer Empathy

How to Develop Customer Empathy

How to Keep an Open Mind with Customers

How Body Language and Tone Impact Customer Empathy

Staying Positive with Customers

Congratulations

Why Learn Empathy in Customer Service?

Learn about empathy and what it means in the customer service field. You’ll learn how to develop empathy within customer service and about the advantages of being empathetic when dealing with customers.

Each of our 8 video lessons covers a different aspect of Empathy in Customer Service. See below for the full topic list.

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Topics included in Video Lessons

01

Introduction (01:17)

In this module, you’ll learn about empathy and what it means in the customer service field. You’ll learn how to develop empathy within customer service and about the advantages of being empathetic when dealing with customers. We’ll dig into the details of body language, tone, and active listening, as well as useful phrases you can put into practice straight away.


02

Showing Empathy in Customer Service (02:58)

To build real empathy in customer service means not only listening to what a customer is saying in words, but also tuning into what they’re saying with their body language and tone. It also means tuning into what they aren’t saying.


03

Advantages of Customer Empathy (02:39)

There are many advantages to creating customer empathy, the most obvious being that it helps to prevent and resolve conflict. After all, it’s harder to be angry with someone you think has a good understanding of how you feel.


04

How to Develop Customer Empathy (03:57)

Show your customer that you understand they are feeling upset and frustrated and that you’d feel the same way.


05

How to Keep an Open Mind with Customers (02:54)

We all have biases – some are conscious, some are unconscious. We all instinctively make judgements based on our biases. It can be hard to recognise this, so we all need to work to notice our biases, particularly when serving customers.


06

How Body Language and Tone Impact Customer Empathy (03:53)

Our posture, facial expressions, and hand gestures indicate a lot more than we realise. Up to 60% of all human communication is nonverbal body language. We consciously and unconsciously use it to communicate our feelings and intentions.


07

Staying Positive with Customers (02:51)

It’s easy to see customer complaints as simply a problem to be dealt with rather than a person who needs help. Putting yourself in your customer’s shoes and seeing them as a person rather than a number or a user will help you to stay positive throughout the day.


08

Congratulations (01:03)

Putting yourself in your customer’s shoes and understanding the situation from their perspective is vital. It will assist you to treat your customers with patience and respect. It will allow you to actively listen to them with a focus on understanding, and you’ll be able to easily empathise with them.


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THIS MODULE

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