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Live Webinar

60-minute live streaming program
  • July 20
  • 1:00 - 2:00 pm EST

Also available as:

OnDemand Course

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

July 20

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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Why Lorman?

Over 34 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

Empathy vs. Sympathy
  • Understanding the Subtle Differences
  • When and How to Use Empathy vs. Sympathy
Increasing Emotional Intelligence
  • The Importance of Empathy
  • Empathizing With Strangers
  • Awareness vs. Involvement
Barriers to Empathy
  • Self-Awareness
  • Overcoming Obstacles
  • Emotional Intelligence
Increase Customer Service Satisfaction
  • Empathy in Action
  • Asking for Feedback
  • Taking Action
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More Program Information

Why Lorman?

Over 34 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
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
     

Live Webinar Registration

  • 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
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
     

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, credit and billing managers and representatives, receptionists, technical and support managers, representatives, administrative professionals, and operations managers.

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Why Lorman?

Over 34 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

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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More Program Information

Why Lorman?

Over 34 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.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

  • Live Webinars
  • OnDemand Webinars
  • MP3 Downloads
  • Course Manuals
  • Audio Recordings*
  • Executive Reports
  • White Papers and Articles
  • Sponsored Live Webinars

Additional benefits include:

  • State Specific Credit Tracker
  • Members Only Newsletter
  • All-Access Pass Course Concierge

* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 408839
Published 2020, 2021
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