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Walk in Your Customer’s Shoes: Empathy Skills and Techniques, by Lorman

Walk in Your Customer’s Shoes: Empathy Skills and Techniques is brought to you by Lorman

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.

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