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

Understand how to deliver exceptional customer 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: 44 minutes
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Why Lorman?

Over 31 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 31 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 July 20, 2018.

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

Audio & Reference Manual

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Why Lorman?

Over 31 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

  • Launched his own management consulting and business coaching practice in 2009
  • Spent 23 years in Corporate America leading teams through fairly significant transformation at such notable firms as Reuters, Dun & Bradstreet, and Time Warner Cable
  • Focuses on assisting organizations in empowering their employees through best practices in engagement, motivation, and self-directed teams
  • Conducted training in emotional intelligence, transformational leadership, team-building, and effective communications at a diverse range of organizations including: Calvin Klein, Goldman Sachs, J&J, Society of Human Resources Management, RWJ Saint Barnabas, Western Area Power Authority, the NY & NJ CPA Societies, National Assn. of Women Business Owners
  • Wrote his first book: Bulletproof your Career in Turbulent Times in 2009 and his second book, The Compassionate Organization, in January 2018
  • Taught as an Associate Professor at eight Universities
  • Can be contacted at [email protected].com, (201) 683-3399 or www.thechazingroup.com
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Why Lorman?

Over 31 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: 404070
Published 2018
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