Upskilling in Customer Empathy
In the growing AI powered world of service, when a customer still prefers human assistance to virtual assistance, it’s for empathy. Wanting someone to really appreciate their point of view. Sense their mood. Put in that extra effort so they feel properly looked after. Quickly trust they’re in capable hands.
Empathy is a skill. And along with the mindset that goes with it, it is part of how you can design and deliver memorable experiences. We live in times when the challenges of daily life are increasingly tough and the human touch can make all the difference at the right moment.
Empathy is trainable, but not scriptable. At least not in the version being taught in this workshop. It needs to show up as part of one person’s instinct for another person’s need. That does not mean it cannot be explored and practiced as a set of behaviours. Just that without the right mindset, it can sound as hollow as in-queue messaging about the importance of your call after waiting far too long!
Empathy starts with a willingness to connect, listen and respond. Tuning into needs and expectations has higher stakes these days. Customers are less loyal, their needs are more complex, and research shows they are far less willing to forgive mistakes or bad service. As a result, empathy upskilling you and your team makes plenty of commercial sense.
This course starts you on that journey.
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