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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: 67 minutes
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Why Lorman?

Over 33 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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More Program Information

Why Lorman?

Over 33 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 Course

This course was last revised on April 27, 2020.

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

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.0
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.0 recertification point(s).
     

MP3 Download

No credit available.

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Why Lorman?

Over 33 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

  • Partner in the office of The Chazin Group LLC
  • Practice emphasizes all aspects of business growth coaching
  • Conducts regular seminars and workshops on numerous areas related to leadership, sales effectiveness, culture transformation, diversity and belonging, and employee empowerment
  • Author of several publications related to the areas of career exploration and culture transformation
  • Membership information: Goldman Sachs 10,000 small businesses coach, Kauffman Foundation FastTrac Growth coach certification
  • M.B.A. degree in marketing, George Washington University
  • Can be contacted at 917-239-5571, [email protected] or https://www.thechazingroup.com
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Why Lorman?

Over 33 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: 407693
Published 2020
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