Empathy For Customer Service That Feels Personalized

Make your customers feel truly special by using empathy. This approach build trusts, loyalty, and makes customers loyal

What you'll learn

Provide world-class customer service

Use empathy to truly understand the needs of your customers

Understand the emotional experience of your customers

Provide truly personalized support, and inspire customer loyalty

Requirements

There are no prerequisites. Just a love for learning and self-improvement.

Description

Give better and more personalized care by learning how to use Cognitive Empathy and Emotional Empathy. Make each customer feel special, and turn them into super-fans who stay loyal to your brand, and recommend your business to their friends.WHY EMPATHYYou don't want to cut corners on your customer service because if a customer is reaching out to you for help, they are experiencing a pain point. They are also often in an heightened emotional state.If you neglect them in this situation or give minimal care and support, they will remember that next time they have to buy from you, and it might act as a deterrent. But if you give them truly caring customer service, they will remember that too, and they will trust your brand more, which might get them to remain as customers longer and buy more from you.LISTEN TO CUSTOMERS BETTERMost communication is non-verbal, so you'll also learn active listening techniques as well as elements of non-verbal communication. It will help you understand the needs of your customers sooner, which will enable you to provide them with better support!BE KNOWN FOR WORLD-CLASS CARE AND SUPPORTUse customer service as more than just something you have to do, but rather as an advantage by which you retain clients and win new clients through the recommendations of your existing customers.Invest in your future! Enroll today!

Overview

Section 1: Introduction and welcome

Lecture 1 Introduction and welcome

Section 2: What is empathy, sympathy, and compassion

Lecture 2 What is empathy, sympathy, and compassion

Lecture 3 Dalai Lama: Kindheartedness is the mindset for empathy and compassion

Lecture 4 Emotional Empathy and Cognitive Empathy

Lecture 5 More on the distinction between Cognitive Empathy and Emotional Empathy

Section 3: Empathy in customer service

Lecture 6 Monitor their emotional state

Lecture 7 If providing customer service over email or instant messenger

Section 4: Active listening

Lecture 8 Active listening for your customer service

Lecture 9 Example of active listening and improved comprehension I had to go through

Lecture 10 How to not lose a customer with bad support

Lecture 11 Ask to rephrase to make sure you understood

Lecture 12 Example of a listening mistake when I was 17

Lecture 13 "Actions speak louder than words" - non-verbal communication

Section 5: Listening to body language

Lecture 14 Non-verbal communication cues in customer service

Lecture 15 The body language of your eyes

Lecture 16 Open palms and arms visible, even on zoom

Lecture 17 Body language using your mouth: smile while talking

Section 6: Conclusion

Lecture 18 Thank you and parting words of this course on empathy in customer service

This course is great for customer service agents,This course is great for customer service managers,This course is great for business owners