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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 32 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 32 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.

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

Audio & Reference Manual

No credit available.

MP3 Download

No credit available.

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Why Lorman?

Over 32 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

  • Career coach presented to over 15,000 individuals on career exploration, job searching, and workplace readiness
  • Published author: Bulletproof Your Career in Turbulent Times, and The Compassionate Organization
  • Associate professor taught in eight NY & NJ colleges and Universities
  • Professional development consulting in 250 organizations including: JNJ, Calvin Klein, Goldman Sachs, RWJ Saint Barnabus
  • Professional development programs conducted to: SHRM, American Staffing Assn, NY and NJ CPA Societies, NY State Society of Security Analysts, National Assn of Women Business Owners, LISTA, 12 Chambers of Commerce
  • Over 50 career and professional development webinars
  • Interviewed on television and radio
  • Weekly radio program: Chazin-the-Dream for entrepreneurs on the UR Business Network
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Why Lorman?

Over 32 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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