Empathy Skills
Workshop Objective:
At the end of this session, the participants will be able to:
- Explain why empathy is important
- Show compassion for disheartened, confused, and disgruntled customers.
- Enhance their customer experience and satisfaction
- Build empathy, rapport and trust as well as strengthen relationships with customers and colleagues through more successful communication
Workshop Scheme:
- What Empathy means
- Difference between Empathy & Sympathy
- Importance of Empathy
- Interactive game: examples of day-to-day Empathy
- When and how to show Empathy
- Video – Using Empathy with the client
- 7 personality styles
- Role-play game (recording, listening & self evaluating)