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| customer service empathy training: The Compassionate Geek Don R. Crawley, Paul R. Senness, 2011-05-05 Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing foo-foo, just down-to-earth tips and best practices learned from years of working with IT pros and end-users. |
| customer service empathy training: Powerful Phrases for Effective Customer Service Renee Evenson, 2012 Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service. |
| customer service empathy training: Educating for Empathy Nicole Mirra, 2018 Educating for Empathy presents a compelling framework for thinking about the purpose and practice of literacy education in a politically polarized world. Mirra proposes a model of critical civic empathy that encourages secondary ELA teachers to consider how issues of power and inequity play out in the literacy classroom and how to envision literacy practices as a means of civic engagement. The book reviews core elements of ELA instruction—response to literature, classroom discussion, research, and digital literacy—and demonstrates how these activities can be adapted to foster critical thinking and empathetic perspectives among students. Chapters depict teachers and students engaging in this transformative learning, offer concrete strategies for the classroom, and pose questions to guide school communities in collaborative reflection. “If educators were to follow Mirra’s model, we will have come a long way toward educating and motivating young people to become involved, engaged, and caring citizens.” —Sonia Nieto, professor emerita, University of Massachusetts, Amherst “Grounded in respectful research partnerships with youth and teachers, this is a book that will resonate with and inspire educators in these precarious times.” —Gerald Campano, University of Pennsylvania “If ever there were a time for a book on empathy in education, the moment is now.” —Yolanda Sealey-Ruiz, Teachers College, Columbia University |
| customer service empathy training: Customer Empathy Alex Allwood, 2019-11-11 Global performance reports show that current customer experience (CX) practices are failing organisations and their customers. Promised returns of enhanced customer value, competitive differentiation and CX as a driver of sustainable growth are not being fully realised - at best, there is only incremental gain for most organisations. Something is missing. As it stands, customer experience management and design is overdue for radical intervention. Customer empathy helps us to see the customer's world differently. Doubling down on CX practices by switching on customer empathy creates deeper understanding, more meaningful connection, aligns and unites teams and enriches decision making. Customer empathy is a powerful human resource for positively impacting customer experience excellence that until now has been largely overlooked. |
| customer service empathy training: Amaze Every Customer Every Time Shep Hyken, 2013-09-03 You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time. |
| customer service empathy training: The Art of Empathy Karla McLaren, 2013-10-01 What if there were a single skill that could directly and radically improve your relationships and your emotional life? Empathy, teaches Karla McLaren, is that skill. With The Art of Empathy, she teaches us how to perceive and feel the experiences of others with clarity and authenticity—to connect with them more deeply and effectively. Informed by current insights from neuroscience, social psychology, and healing traditions, this book explores: Why empathy is not a mystical phenomenon but a natural, innate ability that we can strengthen and develop • How to identify and regulate our emotions and boundaries • The process of shifting into the perspective of others • How to provide support in a sensitive and healthy way • Insights for navigating our hyper-connected social landscape • Targeted chapters for improving family, workplace, and intimate relationships • Ways to expand our empathy to our community, global levels of society, and the natural world Empathy, reflects Karla McLaren, is the skill that builds bridges— a skill that not only creates connection, but that helps us to be more effective in all areas of our lives. |
| customer service empathy training: Ignore Your Customers (and They'll Go Away) Micah Solomon, 2020-01-14 The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty. |
| customer service empathy training: Empathy Arnold P. Goldstein, Gerald Y. Michaels, 2021-09-30 Originally published in 1985, this book sought to thoroughly examine and better understand a dimension of interpersonal relations which at the time had often proven elusive, confusing, and quite difficult to operationalize. Empathy had been diversely defined, hard to measure, often resistant to change, yet emerged as a singularly important influence in human interaction. The Editors lengthy effort to better understand its nature, consequences and alteration was not an easy journey, yet was a rewarding one. This book presents the fruits of their journey, and thus they hoped the reader would feel equally rewarded. The several diverse definitions of empathy are sequentially presented and examined in Chapter 1, in an effort to begin this book with a shared understanding of the major historical and contemporary meanings of the construct. The Editors conclude this initial chapter by subscribing themselves to a particular components definition of empathy, a definition they predict will prove particularly useful in enhancing future understanding, investigation, and application of empathic behaviour. This components definition, therefore, substantially influences and shapes much of the content of the rest of the book. |
| customer service empathy training: The Compassionate Geek Don Crawley, 2016-05 Our work, in Information Systems and Technology, is about helping our end users do their jobs more productively, efficiently, and creatively. IT (Information Technology) is all about crafting creative technical solutions to perplexing human problems in the workplace. This is the understanding of the IT superstars. It is also the basis of this, the most recent of The Compassionate Geek series of books. In The Compassionate Geek: The 5 Principles of IT Customer Service Success, author Don R. Crawley explores the five characteristics which are common among IT customer service superstars. In plain language, he reveals the five principles, shows common roadblocks to success, and lays out simple and realistic steps you can take to implement the five principles in both your professional and personal life. You'll learn how to put humanity into our world of technology.Written in Crawley's conversational style with personal anecdotes, logic and reason, and a takeaway at the end of each chapter, The Compassionate Geek: The 5 Principles of IT Customer Service Success is not just your guidebook to elevating your customer service success, it's your guidebook to a new, more self-confident and compassionate way of living. |
| customer service empathy training: Customer Service Training 101 Renee Evenson, 2011 Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include How Do I Measure Up? self-assessments, and Doing It Right examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more. |
| customer service empathy training: Empathy (HBR Emotional Intelligence Series) Harvard Business Review, Daniel Goleman, Annie McKee, Adam Waytz, 2017-04-18 Using empathy around the workplace. Empathy is credited as a factor in improved relationships and even better product development. But while it’s easy to say “just put yourself in someone else’s shoes,” the reality is that understanding the motivations and emotions of others often proves elusive. This book helps you understand what empathy is, why it’s important, how to surmount the hurdles that make you less empathetic—and when too much empathy is just too much. This volume includes the work of: Daniel Goleman Annie McKee Adam Waytz This collection of articles includes “What Is Empathy?” by Daniel Goleman; “Why Compassion Is a Better Managerial Tactic Than Toughness” by Emma Seppala; “What Great Listeners Actually Do” by Jack Zenger and Joseph Folkman; “Empathy Is Key to a Great Meeting” by Annie McKee; “It’s Harder to Empathize with People If You’ve Been in Their Shoes” by Rachel Rutton, Mary-Hunter McDonnell, and Loran Nordgren; “Being Powerful Makes You Less Empathetic” by Lou Solomon; “A Process for Empathetic Product Design” by Jon Kolko; “How Facebook Uses Empathy to Keep User Data Safe” by Melissa Luu-Van; “The Limits of Empathy” by Adam Waytz; and “What the Dalai Lama Taught Daniel Goleman About Emotional Intelligence” an interview with Daniel Goleman by Andrea Ovans. How to be human at work. The HBR Emotional Intelligence Series features smart, essential reading on the human side of professional life from the pages of Harvard Business Review. Each book in the series offers proven research showing how our emotions impact our work lives, practical advice for managing difficult people and situations, and inspiring essays on what it means to tend to our emotional well-being at work. Uplifting and practical, these books describe the social skills that are critical for ambitious professionals to master. |
| customer service empathy training: Practical Empathy Indi Young, 2015-01-15 Conventional product development focuses on the solution. Empathy is a mindset that focuses on people, helping you to understand their thinking patterns and perspectives. Practical Empathy will show you how to gather and compare these patterns to make better decisions, improve your strategy, and collaborate successfully. |
| customer service empathy training: The Librarian's Guide to Homelessness Ryan Dowd, 2018 Homelessness is a perennial topic of concern at libraries. In fact, staff at public libraries interact with almost as many homeless individuals as staff at shelters do. In this book Dowd, executive director of a homeless shelter, spotlights best practices drawn from his own shelter's policies and training materials -- |
| customer service empathy training: The Customer Service Revolution John R. DiJulius, 2015-01-06 In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant. |
| customer service empathy training: Empathy in the Context of Philosophy L. Agosta, 2010-04-29 Integrating continental and Anglo-American traditions, the author exposes empathy as the foundation of the being-with-one-another of human beings. The interpretation of empathy is applied to story telling, literature, and self psychology, rescuing empathy from the margins and revealing its role in the understanding of the other and human community. |
| customer service empathy training: The Empathetic Workplace Katharine Manning, 2021-02-16 This critical resource gives managers, HR, and anyone who may come into contact with someone in trauma—including workplace violence, harassment, assault, illness, addiction, fraud, bankruptcy, and more—the tools they need to be prepared for what lies ahead. This book is crucial for every manager or HR representative who shouldn’t just prepare to one day be faced with a report of a traumatic experience at work, but plan on it. This five-step method will help managers make survivors feel supported and understood. The Empathetic Workplace guides supervisors of any level through an understanding of how stories of trauma impact the brain of both the survivor and the listener, as well as the tools to handle the interaction appropriately, to help the listener, the organization, and most importantly, the survivor. The easy-to-follow LASER method outlined in these pages includes the following elements that all managers should know and understand: Listen-Controlling your own reaction, managing your body language, asking open-ended questions, hearing what is not being said, and winding down the speaker when the conversation becomes unproductive are essential elements in being a good listener. Acknowledge-Once someone shares a difficult personal story with you, it is important to acknowledge that gift. Share-You can help the speaker regain some measure of control by sharing information with him or her about what happened or what happens next, your personal or organizational values, and what you don’t yet know but hope to learn. Empower-You can help the traumatized person by providing him or her with resources that are available to them through the company or outside groups. Return-The final step is to ensure that the traumatized person has a way to come back later when he or she cannot remember all that you said, thinks of more questions, or wishes for updates. The LASER technique can benefit all who are responsible for others, from top-tier managers at Fortune 500 companies to Residence Advisors in college dormitories. |
| customer service empathy training: Empathy in Education Bridget Cooper, 2011-09-15 A thorough exploration of the role empathy plays in learning throughout all levels of education and its crucial relationship to motivation, values development and achievement-- Provided by publisher. |
| customer service empathy training: Empathy in Action Tony Bates, Natalie Petouhoff, 2021-10 A bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale. While the world has never needed more empathy than today, too often technology is used by businesses as a substitute and a barrier to real human connection. We've all experienced dumb chatbots, automated scripts and poor employee interactions that dehumanizes customer interactions. That's because brands have focused on company centric business strategies, processes and technology. However, simply put: No customers, no business. What if, by transforming the old company-centric way of doing business and putting customers and employees front and center, businesses could succeed faster than ever before and not at the expense of their most important assets--the very people who make it possible to be in business? Empathy is a powerful construct for a better world and a better business. It's not a synonym for nice. Empathy is about respect and treating people in the context of their unique situation in a highly personalized way. In this groundbreaking new book, longtime technology leader and current CEO of Genesys, Tony Bates teams up with researcher and customer experience evangelist, Dr. Natalie Petouhoff to define a new path forward to put empathy into action. By using strategies and technologies as the flywheel to orchestrate systems of listening, understanding and predicting, as well as, taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition. They predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like, AI and cloud can enable a more empathetic world. |
| customer service empathy training: The Empathy Factor Marie R. Miyashiro, 2011 Building on research in brain science, emotional intelligence, and organisational theory, this title answers questions about the true definition of empathy. It presents an exploration into business productivity and office management that offers both real-world insights and practical ways to build transformative empathy skills organisation-wide. --Publisher description. |
| customer service empathy training: Emotional Intelligence for Sales Success Colleen Stanley, 2013 Why do salespeople frequently fail to execute-even when they know what they should do? |
| customer service empathy training: Dare to Lead Brené Brown, 2018-10-09 #1 NEW YORK TIMES BESTSELLER • Brené Brown has taught us what it means to dare greatly, rise strong, and brave the wilderness. Now, based on new research conducted with leaders, change makers, and culture shifters, she’s showing us how to put those ideas into practice so we can step up and lead. Don’t miss the five-part Max docuseries Brené Brown: Atlas of the Heart! ONE OF BLOOMBERG’S BEST BOOKS OF THE YEAR Leadership is not about titles, status, and wielding power. A leader is anyone who takes responsibility for recognizing the potential in people and ideas, and has the courage to develop that potential. When we dare to lead, we don’t pretend to have the right answers; we stay curious and ask the right questions. We don’t see power as finite and hoard it; we know that power becomes infinite when we share it with others. We don’t avoid difficult conversations and situations; we lean into vulnerability when it’s necessary to do good work. But daring leadership in a culture defined by scarcity, fear, and uncertainty requires skill-building around traits that are deeply and uniquely human. The irony is that we’re choosing not to invest in developing the hearts and minds of leaders at the exact same time as we’re scrambling to figure out what we have to offer that machines and AI can’t do better and faster. What can we do better? Empathy, connection, and courage, to start. Four-time #1 New York Times bestselling author Brené Brown has spent the past two decades studying the emotions and experiences that give meaning to our lives, and the past seven years working with transformative leaders and teams spanning the globe. She found that leaders in organizations ranging from small entrepreneurial startups and family-owned businesses to nonprofits, civic organizations, and Fortune 50 companies all ask the same question: How do you cultivate braver, more daring leaders, and how do you embed the value of courage in your culture? In Dare to Lead, Brown uses research, stories, and examples to answer these questions in the no-BS style that millions of readers have come to expect and love. Brown writes, “One of the most important findings of my career is that daring leadership is a collection of four skill sets that are 100 percent teachable, observable, and measurable. It’s learning and unlearning that requires brave work, tough conversations, and showing up with your whole heart. Easy? No. Because choosing courage over comfort is not always our default. Worth it? Always. We want to be brave with our lives and our work. It’s why we’re here.” Whether you’ve read Daring Greatly and Rising Strong or you’re new to Brené Brown’s work, this book is for anyone who wants to step up and into brave leadership. |
| customer service empathy training: Be Your Customer's Hero Adam Toporek, 2015-04-22 On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need. |
| customer service empathy training: Drive Daniel H. Pink, 2011-04-05 The New York Times bestseller that gives readers a paradigm-shattering new way to think about motivation from the author of When: The Scientific Secrets of Perfect Timing Most people believe that the best way to motivate is with rewards like money—the carrot-and-stick approach. That's a mistake, says Daniel H. Pink (author of To Sell Is Human: The Surprising Truth About Motivating Others). In this provocative and persuasive new book, he asserts that the secret to high performance and satisfaction-at work, at school, and at home—is the deeply human need to direct our own lives, to learn and create new things, and to do better by ourselves and our world. Drawing on four decades of scientific research on human motivation, Pink exposes the mismatch between what science knows and what business does—and how that affects every aspect of life. He examines the three elements of true motivation—autonomy, mastery, and purpose-and offers smart and surprising techniques for putting these into action in a unique book that will change how we think and transform how we live. |
| customer service empathy training: "I Love You More Than My Dog" Jeanne Bliss, 2009-10-15 Hundreds of businesses have customers who admire them, but only an elite few have true advocates— passionate, loyal, vocal fans—who rave about them to anyone who will listen. Jeanne Bliss, who served as a senior customer executive at five major companies, says there’s no shortcut to becoming beloved—you can’t hire a fancy marketing firm to get there. You earn it by how you decide to run your business—as Wegman’s and Harley-Davidson have for decades and as relatively new companies like Zipcar and Zappos are doing right now. After studying and working with dozens of beloved companies, Bliss has identified five key decisions that lead to customer devotion: • Decide to believe • Decide with clarity of purpose • Decide to be real • Decide to be there • Decide to say “sorry” Her examples and advice will help readers sustain growth and profit even in a tough economy. |
| customer service empathy training: Empathy in Patient Care Mohammadreza Hojat, 2007-11-12 Human beings, regardless of age, sex, or state of health, are designed by evolution to form meaningful interpersonal relationships through verbal and nonverbal communication. The theme that empathic human connections are beneficial to the body and mind underlies all 12 chapters of this book, in which empathy is viewed from a multidisciplinary perspective that includes evolutionary biology; neuropsychology; clinical, social, developmental, and educational psychology; and health care delivery and education. |
| customer service empathy training: The War for Kindness Jamil Zaki, 2019 A Stanford psychologist offers a bold new understanding of empathy, revealing it to be a skill, not a fixed trait, and showing, through science and stories, how we can all become more empathetic-- |
| customer service empathy training: The Empathy Edge Maria Ross, 2019-10-22 Furious customers? Missed deadlines? Failed products? The problems your business faces may stem from a single issue: lack of empathy. Being empathetic at work means seeing the situation from another's perspective, and using that vantage point to shape your leadership style, workplace culture, and branding strategy. Pairing her knowledge as a branding expert with proven research and fascinating stories from executives, change-makers and community leaders, Maria Ross reveals exactly how empathy makes brands and organizations stronger and more successful. Ross shows why your business needs to cultivate more empathy now, and shares the habits and traits of empathetic leaders who foster more productivity and loyalty. She gives practical tips, big and small, for how to align your mission and values and hire the right people, cultivating a more empathetic--and innovative--workplace culture. Finally, she gives you the goods on building your empathetic brand in an authentic and proactive way, and shows how doing so results in happier customers, innovative work cultures and increased profits. In this practical playbook for businesses of all types, Maria Ross proves that empathy is not just good for society--it's great for business, and may transform you at a personal level, too. |
| customer service empathy training: Compassionate Leadership Rasmus Hougaard, Jacqueline Carter, 2022-01-18 Leadership is hard. How can you balance compassion for your people with effectiveness in getting the job done? A global pandemic, economic volatility, natural disasters, civil and political unrest. From New York to Barcelona to Hong Kong, it can feel as if the world as we know it is coming apart. Through it all, our human spirit is being tested. Now more than ever, it's imperative for leaders to demonstrate compassion. But in hard times like these, leaders need to make hard decisions—deliver negative feedback, make difficult choices that disappoint people, and in some cases lay people off. How do you do the hard things that come with the responsibility of leadership while remaining a good human being and bringing out the best in others? Most people think we have to make a binary choice between being a good human being and being a tough, effective leader. But this is a false dichotomy. Being human and doing what needs to be done are not mutually exclusive. In truth, doing hard things and making difficult decisions is often the most compassionate thing to do. As founder and CEO of Potential Project, Rasmus Hougaard and his longtime coauthor, Jacqueline Carter, show in this powerful, practical book, you must always balance caring for your people with leadership wisdom and effectiveness. Using data from thousands of leaders, employees, and companies in nearly a hundred countries, the authors find that when leaders bring the right balance of compassion and wisdom to the job, they foster much higher levels of employee engagement, performance, loyalty, and well-being in their people. With rich examples from Netflix, IKEA, Unilever, and many other global companies, as well as practical tools and advice for leaders and managers at any level, Compassionate Leadership is your indispensable guide to doing the hard work of leadership in a human way. |
| customer service empathy training: Intellectual Empathy Maureen Linker, 2014-06-01 A guide for facilitating discussions about socially divisive issues for students, educators, business managers, and community leaders |
| customer service empathy training: Empathy Lessons Lou Agosta, 2018-03-23 Breezy yet brainy, Empathy Lessons provides 30 compelling and actionable lessons in restoring and expanding empathy in relationships and emotional well-being, at home and at work, in parenting and in business, at school and in the private consulting room, in the corporate jungle and in the empathy desert, in the public market and in the intimacy of the bedroom. Empathy is oxygen for the soul. So if you are short of breath due to life stress, get the expanded empathy delivered in this book. Just as the body needs oxygen to live physically, the soul needs empathy to live emotionally. Most people are naturally empathic, but the cynicism and denial needed to survive everyday life drives empathy away. Remove the obstacles to empathy and empathy naturally develops and grows. That is the training in a nutshell without all the details, guidance, and practice needed to succeed. Find out how to take your empathy to the next level in this book. The empathy lessons in this book include how- To perform a readiness assessment; establish a set up for success in cleaning up inauthenticities that block empathy so that empathy can expand and flourish; Empathy is not an on-off switch but a tuner (dial or dimmer) that expands or contracts in accessing the vicarious experience of the other person; Empathy works as a method of data gathering about the other person, providing a vicarious experience of the other person without being flooded by the experience; Introspection, vicarious experience, listening to one's own voice over and radical acceptance are the royal road to empathic receptivity; Empathic receptivity overcomes emotional contagion, creating a set up for clear communication of feelings and experiences; Empathic understanding overcomes conformity and enables shifting out of stuckness into contribution, transformation, and leadership, including satisfying and flourishing relationships; Empathic interpretation overcomes projection and is the folk definition of empathy, walking in another's shoes, adding top down empathy to bottom up, empathic receptivity; Empathic responsiveness drives out anger and rage, acting as a soothing balm to suffering and emotional upset, deescalating conflict and aggression; Scientific, peer-reviewed, evidence-based research confirms that empathy reduces inflammation and stress; Relationships get weaponized in bullying and, coming from empathy, how to overcome bullying, reestablishing boundaries: recommendations to students, teachers, administrators on how to stop bullying (including cyber-bullying) and promote empathy; Disorders of empathy such as Asperger's and autism and (in a different context) the psychopathic person, the Natural Empath (caught between nature and nurture), and (fully buzzword compliant) mirror neurons, are related to empathy; Corporate empathy is not a contradiction in terms, CEO now means chief empathy officer, and empathy is now the ultimate capitalist tool; Empathy is the secret sauce in sexual satisfaction within an authentic relationship, featuring the desire of desire, the good parts, and intimate engagements that are sustainable. Empathy Lessons put you back in touch with your empathy. Empathy lessons-not merely the title of the book, the actual practices-provide applications to tough cases. The applications give back to you your power in overcoming life's social stresses and the power to expand well-being in the face of emotional upset, handling difficult relationships, meeting business challenges in the corporate jungle and empathy desert, overcoming bullies and bullying, and applying and practicing empathy in sex and romance. Not a conventional self-help book, but a writerly, intermittently humorous, romp through empathic fields, you get 30 actionable recommendations. Feeling like you are thrown under the bus again and it's getting crowded under there? Get the empathy you need to fight back and flourish in this book. |
| customer service empathy training: Humanity on a Tightrope Paul R. Ehrlich, Robert E. Ornstein, 2010-12-16 More than ever, the world finds itself faced with common problems that affect most of the planet's population in some way: climate change, poverty, escalating violence, international conflicts, illness. And while an 'us v. them' mentality persists, a growing sense of empathy, of connection, with those in remote parts of the world has caught hold and is spreading. The authors argue that empathy and feelings of kinship with others are necessary to preventing the collapse of civilization. Through a careful examination of how humans must learn to relate to one another to avoid global calamity, they show how empathy can help to create a sustainable society of many billions of individuals. |
| customer service empathy training: Leading Loyalty Sandy Rogers, Leena Rinne, Shawn Moon, 2019-04-16 In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof. |
| customer service empathy training: Critical Selling Nick Kane, Justin Zappulla, 2015-10-19 Master these top-performing sales skills to dominate the marketplace Critical Selling is a dynamic and powerful guide for transforming your sales approach and outperforming your competition. This book is based on Janek Performance Group's, an award winning sales performance company, most popular sales training program, Critical Selling®. Let authors Justin Zappulla and Nick Kane, Managing Partners at Janek, lead you through their flagship sales training methodology to provide you with the strategies, skills and best practices you need to accelerate the sales process and close more deals. From the initial contact to closing the deal, this book details the winning strategies and skills that have supercharged the sales force of program alumni like OptumHealth, Santander Bank, Daimler Trucks, California Casualty, and many more. Concrete, actionable steps show you how to plan a productive sales call, identify customer needs, differentiate yourself from the competition, and wrap up the sale. You'll also learn proven techniques for building rapport, overcoming objections, dealing with price pressures, and handling the million little things that can derail an otherwise positive sales interaction. Sales are the lifeblood of your company. Are they meeting your expectations? What if you could exceed projected sales figures and blow your competition out of the water? This book provides the research-based framework to ignite your sales team and excite your customer base, for sustainable success in today's market. Let Critical Selling® show you how to: Connect with customers on a deeper level to build trust Present a persuasive and value-based solution tailored to your customer’s needs Handle pricing pressure, doubt, and objections with confidence Utilize proven methodologies that help you close the sale Sales is about so much more than exchanging goods or services for cash. It's about relationships, it's about outperforming the competition, it's about demonstrating real value, and it's about understanding and solving people's problems. Critical Selling shows you how to bring it all together, using proven techniques based on real sales performance research. |
| customer service empathy training: The Power to Lead with Empathy: Transforming Workplace Culture and Performance Gerard Assey, 2024-03-18 ‘The Power to Lead with Empathy: Transforming Workplace Culture and Performance’ explores the profound impact of empathy on organizational success. Through real-life examples and practical insights, this book delves into the multifaceted nature of empathy, from understanding its components to navigating its connection with emotional intelligence and leadership effectiveness. It offers actionable strategies for overcoming challenges and fostering a culture of empathy in the workplace, emphasizing the importance of self-empathy and self-care in nurturing empathetic leaders. In today's digital age, where human connection can often be overlooked, this book highlights how empathy can bridge the gap and foster authentic relationships in virtual environments. Ultimately, ‘The Power of Leading with Empathy’ serves as a roadmap for leaders and organizations to cultivate empathy as a core value, driving collaboration, innovation, and fulfillment in the modern workplace. |
| customer service empathy training: The Human Brand Chris Malone, Susan T. Fiske, 2013-10-07 Why we choose companies and brands in the same way that we unconsciously perceive, judge, and behave toward one another People everywhere describe their relationships with brands in a deeply personal way—we hate our banks, love our smartphones, and think the cable company is out to get us. What's actually going on in our brains when we make these judgments? Through original research, customer loyalty expert Chris Malone and top social psychologist Susan Fiske discovered that our perceptions arise from spontaneous judgments on warmth and competence, the same two factors that also determine our impressions of people. We see companies and brands the same way we automatically perceive, judge, and behave toward one another. As a result, to achieve sustained success, companies must forge genuine relationships with customers. And as customers, we have a right to expect relational accountability from the companies and brands we support. Applies the social psychology concepts of warmth (what intentions others have toward us) and competence (how capable they are of carrying out those intentions) to the way we perceive and relate to companies and brands Features in-depth analyses of companies such as Hershey's, Domino's, Lululemon, Zappos, Amazon, Chobani, Sprint, and more Draws from original research, evaluating over 45 companies over the course of 10 separate studies The Human Brand is essential reading for understanding how and why we make the choices we do, as well as what it takes for companies and brands to earn and keep our loyalty in the digital age. |
| customer service empathy training: Empathy and Moral Development Martin L. Hoffman, 2001-11-12 The culmination of three decades of study and research in the area of child and developmental psychology. |
| customer service empathy training: Outstanding Customer Service David E. Deviney, 1998 In today's marketplace, outstanding customer service may be the only thing that distinguishes your organization from your competitors. Outstanding Customer Service shows you how to provide the kind of service that generates customer loyalty (and repeat business) by developing key skills as well as systems that support and reinforce them. Dr. David Deviney is the owner of David Deviney and Associates, a consulting firm that serves a variety of industries. As a consultant, Dr. Deviney specializes in customer service, strategic planning, and behavioral change. Each book in the American Media How-To Series presents valuable information in a self-study format. Whether it's interviewing, customer service, or even termination skills, American Media's How-To Series of books will help you develop and retain a competitive advantage in today's workplace. Book jacket. |
| customer service empathy training: Empathy for Change Amy J. Wilson, 2020-07-27 Leading change is not about breaking things - it's about using empathy to enrich the world. In Empathy for Change: How to Create a More Understanding World, former White House entrepreneur-in-residence Amy J. Wilson dives into the intricate science of empathy, debunking common myths and sharing practical uses for a better society. Having built cultures of innovation and change across multiple sectors, she knows that when we do not design with compassion, we remove the humanity and closeness we have to one another. This book touches on: How and why compassion can fuel real change despite its misconceptions Why change is more difficult in the 21st century and what we must do to instill human connection How power, culture, and systems shape our reality and how they can be redesigned What should be combined with empathy to make true positive impact And more! If you are looking for a toolkit to transform the places you live, work and play, this is it. Empathy for Change is the essential guidebook for developing kindness and learning to use it to make a more understanding and equitable future. |
| customer service empathy training: Getting Service Right Jeff Toister, 2019-03-15 Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I |
| customer service empathy training: Customer Service Games for Training Agatha C Hughes, Thomas P Hughes, 2019-11-07 This title was first published in 2011.After World War II, a systems approach to solving complex problems and managing complex systems came into vogue among engineers, scientists, and managers, fostered in part by the diffusion of digital computing power.Enthusiasm for the approach peaked during the Johnson administration, when it was applied to everything from military command and control systems to poverty in American cities. Although its failure in the social sphere, coupled with increasing skepticism about the role of technology and experts in American society, led to a retrenchment, systems methods are still part of modern managerial practice. |
Putting empathy at the heart of customer care: why how th…
epresentatives aren’t actively listening when they’re talking. Don’t rush or …
Customer Service Empathy Training (Download Only)
This blog will dive into how empathy training can transform your …
10 Customer Service Exercises - Squarespace
Table of Contents. Introduction Exercise 1: Helping Customers Be …
Empathy training for service employees: A mixed-methods …
recent survey, 84% of CEOs reported that empathy is a crucial soft skill in …
GREAT empathy how to challenge with empathy GRE
There are times when your people will need to challenge their customer, …
Putting empathy at the heart of customer care: why how the and the
epresentatives aren’t actively listening when they’re talking. Don’t rush or interrupt customers because you. need to capture certain information – empathy involves patience. Make sure your customer care team c. confidently manage and contribute to conversation as it unfolds.Repeat - Use the same words your custom.
Customer Service Empathy Training (Download Only)
This blog will dive into how empathy training can transform your customer service team into a genuine force of connection and understanding. We'll explore practical techniques, real-world examples, and actionable tips to help you implement impactful empathy training within your organization. # Why Empathy Matters in Customer Service Let's face ...
10 Customer Service Exercises - Squarespace
Table of Contents. Introduction Exercise 1: Helping Customers Be Right Exercise 2: Customer Complaints Exercise 3: Productivity vs. Quality Exercise 4: Find the Iceberg Exercise 5: Road Trip Exercise 6: The 10 and 5 Rule Exercise 7: What’s My Job? Exercise 8: Customer Empathy Exercise 9: Attitude Anchors Exercise 10: Customer Lifetime Value.
Empathy training for service employees: A mixed-methods …
recent survey, 84% of CEOs reported that empathy is a crucial soft skill in customer service set-tings and an essential factor in improving the customer service experience [6]. Over recent years, numerous companies have implemented empathy training programs for their SEs. When Starbucks faced a wave of global outrage and a call for a boycott ...
GREAT empathy how to challenge with empathy GRE
There are times when your people will need to challenge their customer, not in a rude or disrespectful way, but in a way that helps the customer see a situation in a different light. This session will help your people to challenge with tact and with empathy, protecting the relationship with their customer. How will it help? This workshop will ...
Customer Service Empathy Training (book) - flexlm.seti.org
That's the power of empathetic customer service. This blog will dive into how empathy training can transform your customer service team into a genuine force of connection and understanding. We'll explore practical techniques, real-world examples, and actionable tips to help you implement impactful empathy training within your organization.
The Big Book of Customer Service Training Games
Write, "Customer service means . on a blank flip- pre-cut pages). The objective is to help participants understand the meaning of serving customers. This game is particularly useful for new employees or as a lead- in to developing a definition of customer service for your own department. Time 10-15 minutes.
Mindful Proactive Customer Service - Springer
15 MINDFUL PROACTIVE CUSTOMER SERVICE. 261. Reading Novels: A Novel Way to Incorporate More Empathy in Customer Service . Reading novels can indeed foster empathy in customer service agents and other employees by allowing them to sympathize with the struggles of characters who are different from themselves.
Developing empathy: A practical guide - HQN
Empathy is about having respect for people and really listening to their needs. What does empathy look like in customer service? In customer service, empathy can often be as simple as being a listening ear: taking time to listen to a customer’s situation fully and ensuring that requests are dealt with and followed through to conclusion.
Customer Service Empathy Training - wiki.drf.com
Customer Service Empathy Training Renee Evenson The Compassionate Geek Don R. Crawley,Paul R. Senness,2011-05-05 Note: There is a newer version of this book ... Customer Service Training 101 Renee Evenson,2017-12-14 This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary ...
Myra Golden’s Customer Service Training
This training is about how to consistently deliver friendly and personable interactions over the telephone. Myra intro-duces 4 elements of the perfect call opening, walks your people through the best way to place customers on hold and she demonstrates how to end calls on a positive note. The outcome of this training is customer service ...
Customer Service Empathy Training Ppt (book)
Customer Service Empathy Training Ppt: Customer Service Training Maxine Kamin,2006 A practical hands on road map to help the reader quickly develop training in customer service It offers all the exercises handouts assessments structured experiences and ready to use presentations needed to develop effective training sessions Customer Service ...
Mind training: Customer support and mental health
• Empathy • How can we respond to customer needs? • Facing challenging situations and things to avoid • Helpful boundaries • Looking after yourself. Support for you – 8 minutes • Sources of support at work • Sources of support – how Mind can help. Learning from the session and close – 7 minutes • Recap learning • Feedback.
Customer Service Empathy Training Ppt [PDF]
needed to develop effective training sessions Slide:ology Nancy Duarte,2008-08-07 A collection of best practices for creating slide presentations It changes your approach process and expectations for developing visual aides It makes the difference between a good presentation and a great one Customer Service Training Kimberly Devlin,2015-08-17 ...
Providing Excellent Customer Service - AAPACN
Excellent Customer Service Handout and provide to all staff that attend the in-service. 1. Commentary – Experiences with customer service ... The third step is to show empathy or let them know you understand how they feel. The fourth step . 123456578 9997 392 92459
Customer Service Training Manual - Department of Geography, …
Customer Service Training Manual IFTA Staff Training Part One 11th-12th October 2006 . 2 CUSTOMER SERVICE BASICS 3 ... and no empathy for your customer plight. In these cases you feel abused, unsatisfied, and taken advantage of – in essence, your experience is wholly negative.
Education that’s transforming lives and communities - Bank of …
Customer interactions – Resource guide Approved for public release Page 6 of 11 Act with empathy Introduction . Empathy is understanding the feelings of another person and showing that you understand their experiences and emotions. Acting with empathy shows customers that you understand what’s important to them.
THE CUSTOMER SERVICE COLLECTION - University of Nottingham
he customer:#1#2#3TakeawaysWhen you get a customer to, “Yes, you’ve resolved all of my issues!” is when yo. notes. ss to LearnKey Learning PointsPeople who don’t seek to improve what they do will get left behind by the people wi. ling to invest in their skills.Every customer is different and some may e.
Customer Service Training Course - Revolution Learning and …
Our Customer Service Skills Training Course will help you and your organisation stand out in the market and create loyal customers by showing you how to deliver a great customer experience. Our Customer Service training course is delivered as an open course in 21 locations across the UK and Ireland, onlineor at your business location.
CUSTOMER SERVICE IN HEALTH CARE - FirstChoice Ohio
a doctor or know how to operate fancy machines to help people feel better. All you have to do is give great customer. Customer Service Is... Having a fresh approach to each of your clients and your coworkers— because everyone is an individual! Finding new ways to …
