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Walk in Your Customer's Shoes: Empathy Skills and Techniques

 

Understand how to deliver exceptional customer service using empathy.

When we desire to increase customer satisfaction, we need to build trust with others by showing them that we know how they feel. We will discuss the difference between empathy and sympathy as well as when and how to use them to effectively to provide the customer with an excellent interaction with you and your organization.
This material will prepare you to increase your emotional intelligence so you can provide the empathy level required for each customer. We will provide various tools to use in understanding the importance of empathy, how to better understand your customers, and some barriers to empathy and how to overcome them.

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Walk in Your Customer's Shoes: Empathy Skills and Techniques

Agenda

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Walk in Your Customer's Shoes: Empathy Skills and Techniques

Faculty

Irma Vargas

Irma Vargas

V1H Consulting

  • 20 years of development, training, and facilitation of workshops for public and private sector organizations in employee engagement, customer service, diversity, establishing processes to mitigate discrimination, favoritism, leadership development, team building, and strategic planning
  • Coach leaders and managers in public and private sector organizations around talent development through strengths-based methodologies
  • Organizations include, CDC, California State Department of Public Health, Pasadena Public Health Department, El Rancho Unified School District, and New Grace Community Church
  • 34 Strong Certified StrengthsFinderâ„¢ coach
  • M.P.A. degree, California State University, Northridge, The Tseng College, International; B.A. degree in English, Whittier College
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Walk in Your Customer's Shoes: Empathy Skills and Techniques

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