Empathy For Customer Service That Feels Personalized

سرفصل های دوره

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

1 - Introduction and welcome

1 - Introduction and welcome

2 - What is empathy sympathy and compassion

2 - What is empathy sympathy and compassion

3 - Dalai Lama Kindheartedness is the mindset for empathy and compassion

4 - Emotional Empathy and Cognitive Empathy

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

3 - Empathy in customer service

6 - Monitor their emotional state

7 - If providing customer service over email or instant messenger

4 - Active listening

8 - Active listening for your customer service

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

10 - How to not lose a customer with bad support

11 - Ask to rephrase to make sure you understood

12 - Example of a listening mistake when I was 17

13 - Actions speak louder than words nonverbal communication

5 - Listening to body language

14 - Nonverbal communication cues in customer service

15 - The body language of your eyes

16 - Open palms and arms visible even on zoom

17 - Body language using your mouth smile while talking

6 - Conclusion

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

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تولید کننده: Udemy