Customer Service Empathy: Mindset or Skill?
Автор: Customers That Stick
Загружено: 2024-12-03
Просмотров: 141
Описание:
How can frontline reps demonstrate empathy during a customer service interaction?
Working in customer service gives one a front row seat to the various experiences that customers have with our company, product, and/or service, and the emotions those experiences make them feel.
Having the right mindset for empathy is a great first step; to maximize that mindset, one needs to put these three important skills into practice.
00:00 - Importance of Empathy in Customer Service
00:30 - Missing Piece in the Empathy Puzzle
01:29 - Skill #1: Countering Instinctual Reactions
02:18 - Skill #2: Practicing Self Awareness
02:51 - Skill #3: Asking Effective (and Nonjudgmental) Questions
03:47 - Seek First to Understand, then To Be Understood
04:56 - Three Key Ingredients to Practicing Empathy Well
Source can be found in:
https://customersthatstick.com/blog/e...
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