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Walk In Your Customer's Shoes: Empathy Skills And Techniques

Understand how to deliver exceptional service using empathy.Possessing empathy is, at its simplest, awareness of the feelings and emotions of other people. It is a key element of Emotional Intelligence (EQ), the link between self and others. EQ is the ability to recognize and regulate emotions in ourselves and others. Our customers generate 85% of our organization's revenue, so delivering exceptional service is the key to lasting competitive advantage. Being able to deliver exceptional customer care and service demands that we are capable of walking in our customer's shoes, and we accomplish this by exercising a high level of empathy. A critical step towards achieving empathy is gaining a solid grasp of emotional intelligence. During this topic you will learn how to leverage emotional intelligence by embracing four key strategies including Self Awareness, Self-Management, Social Awareness, and Relationship Management in order to forge powerfully effective relationships with your clients as you strive to deliver exceptional service.


Runtime: 57 minutes
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Understand How Empathy Correlates With Building Stronger Customer Relationships

Apply Emotional Intelligence to Regulate Your Emotions When Dealing With Clients

Become Adept at Gauging Body Language to Affect Other's Opinions of You

In Business Everything Is Personal ... When It Comes to Serving Customers

What Clients Want Is Never the Same as What Clients Receive. Ignore at Your Own Peril

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on June 6, 2017.

Call 1-866-352-9540 for further credit information.

  • IAAP 0.75
     
  • This course has been preapproved by the International Association of Administrative professionals for 0.75 recertification point(s).
     

Audio & Reference Manual

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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Ethan L. Chazin, M.B.A.

Ethan L. Chazin, M.B.A.

The Chazin Group LLC

  • President and founder of The Chazin Group LLC
  • Delivers management consulting, business coaching, and executive training
  • Conducts regular seminars and workshops on customer care, employee training, organizational behavior, leadership, business growth, entrepreneurship, sales, branding, marketing, and client engagement
  • Wrote the book: Bulletproof Your Career in Turbulent Times and many published articles in the areas of career and professional development and optimal organizational performance
  • Member of the Manhattan Chamber of Commerce, Hudson County, NJ Chamber of Commerce, founding member of the BNI Gold Coast chapter, former member of Rotary International
  • B.A. degree in communications, California State University, East Bay; M.B.A. degree in marketing, George Washington University
  • Can be contacted at [email protected], https://www.linkedin.com/in/ethanchazin or www.TheChazinGroup.com
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Why Lorman?

Over 30 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 400375
Published 2017
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