Advertisement
| empathy training for customer service: The Compassionate Geek Don R. Crawley, Paul R. Senness, 2011-05-05 Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing foo-foo, just down-to-earth tips and best practices learned from years of working with IT pros and end-users. |
| empathy training for customer service: Amaze Every Customer Every Time Shep Hyken, 2013-09-03 You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time. |
| empathy training for customer service: Customer Empathy Alex Allwood, 2019-11-11 Global performance reports show that current customer experience (CX) practices are failing organisations and their customers. Promised returns of enhanced customer value, competitive differentiation and CX as a driver of sustainable growth are not being fully realised - at best, there is only incremental gain for most organisations. Something is missing. As it stands, customer experience management and design is overdue for radical intervention. Customer empathy helps us to see the customer's world differently. Doubling down on CX practices by switching on customer empathy creates deeper understanding, more meaningful connection, aligns and unites teams and enriches decision making. Customer empathy is a powerful human resource for positively impacting customer experience excellence that until now has been largely overlooked. |
| empathy training for customer service: The Art of Empathy Karla McLaren, 2013-10-01 What if there were a single skill that could directly and radically improve your relationships and your emotional life? Empathy, teaches Karla McLaren, is that skill. With The Art of Empathy, she teaches us how to perceive and feel the experiences of others with clarity and authenticity—to connect with them more deeply and effectively. Informed by current insights from neuroscience, social psychology, and healing traditions, this book explores: Why empathy is not a mystical phenomenon but a natural, innate ability that we can strengthen and develop • How to identify and regulate our emotions and boundaries • The process of shifting into the perspective of others • How to provide support in a sensitive and healthy way • Insights for navigating our hyper-connected social landscape • Targeted chapters for improving family, workplace, and intimate relationships • Ways to expand our empathy to our community, global levels of society, and the natural world Empathy, reflects Karla McLaren, is the skill that builds bridges— a skill that not only creates connection, but that helps us to be more effective in all areas of our lives. |
| empathy training for customer service: Educating for Empathy Nicole Mirra, 2018 Educating for Empathy presents a compelling framework for thinking about the purpose and practice of literacy education in a politically polarized world. Mirra proposes a model of critical civic empathy that encourages secondary ELA teachers to consider how issues of power and inequity play out in the literacy classroom and how to envision literacy practices as a means of civic engagement. The book reviews core elements of ELA instruction—response to literature, classroom discussion, research, and digital literacy—and demonstrates how these activities can be adapted to foster critical thinking and empathetic perspectives among students. Chapters depict teachers and students engaging in this transformative learning, offer concrete strategies for the classroom, and pose questions to guide school communities in collaborative reflection. “If educators were to follow Mirra’s model, we will have come a long way toward educating and motivating young people to become involved, engaged, and caring citizens.” —Sonia Nieto, professor emerita, University of Massachusetts, Amherst “Grounded in respectful research partnerships with youth and teachers, this is a book that will resonate with and inspire educators in these precarious times.” —Gerald Campano, University of Pennsylvania “If ever there were a time for a book on empathy in education, the moment is now.” —Yolanda Sealey-Ruiz, Teachers College, Columbia University |
| empathy training for customer service: Moments of Magic Shep Hyken, 1993 |
| empathy training for customer service: The Compassionate Geek Don Crawley, 2016-05 Our work, in Information Systems and Technology, is about helping our end users do their jobs more productively, efficiently, and creatively. IT (Information Technology) is all about crafting creative technical solutions to perplexing human problems in the workplace. This is the understanding of the IT superstars. It is also the basis of this, the most recent of The Compassionate Geek series of books. In The Compassionate Geek: The 5 Principles of IT Customer Service Success, author Don R. Crawley explores the five characteristics which are common among IT customer service superstars. In plain language, he reveals the five principles, shows common roadblocks to success, and lays out simple and realistic steps you can take to implement the five principles in both your professional and personal life. You'll learn how to put humanity into our world of technology.Written in Crawley's conversational style with personal anecdotes, logic and reason, and a takeaway at the end of each chapter, The Compassionate Geek: The 5 Principles of IT Customer Service Success is not just your guidebook to elevating your customer service success, it's your guidebook to a new, more self-confident and compassionate way of living. |
| empathy training for customer service: Empathy Arnold P. Goldstein, Gerald Y. Michaels, 2021-09-30 Originally published in 1985, this book sought to thoroughly examine and better understand a dimension of interpersonal relations which at the time had often proven elusive, confusing, and quite difficult to operationalize. Empathy had been diversely defined, hard to measure, often resistant to change, yet emerged as a singularly important influence in human interaction. The Editors lengthy effort to better understand its nature, consequences and alteration was not an easy journey, yet was a rewarding one. This book presents the fruits of their journey, and thus they hoped the reader would feel equally rewarded. The several diverse definitions of empathy are sequentially presented and examined in Chapter 1, in an effort to begin this book with a shared understanding of the major historical and contemporary meanings of the construct. The Editors conclude this initial chapter by subscribing themselves to a particular components definition of empathy, a definition they predict will prove particularly useful in enhancing future understanding, investigation, and application of empathic behaviour. This components definition, therefore, substantially influences and shapes much of the content of the rest of the book. |
| empathy training for customer service: Empathy (HBR Emotional Intelligence Series) Harvard Business Review, Daniel Goleman, Annie McKee, Adam Waytz, 2017-04-18 Using empathy around the workplace. Empathy is credited as a factor in improved relationships and even better product development. But while it’s easy to say “just put yourself in someone else’s shoes,” the reality is that understanding the motivations and emotions of others often proves elusive. This book helps you understand what empathy is, why it’s important, how to surmount the hurdles that make you less empathetic—and when too much empathy is just too much. This volume includes the work of: Daniel Goleman Annie McKee Adam Waytz This collection of articles includes “What Is Empathy?” by Daniel Goleman; “Why Compassion Is a Better Managerial Tactic Than Toughness” by Emma Seppala; “What Great Listeners Actually Do” by Jack Zenger and Joseph Folkman; “Empathy Is Key to a Great Meeting” by Annie McKee; “It’s Harder to Empathize with People If You’ve Been in Their Shoes” by Rachel Rutton, Mary-Hunter McDonnell, and Loran Nordgren; “Being Powerful Makes You Less Empathetic” by Lou Solomon; “A Process for Empathetic Product Design” by Jon Kolko; “How Facebook Uses Empathy to Keep User Data Safe” by Melissa Luu-Van; “The Limits of Empathy” by Adam Waytz; and “What the Dalai Lama Taught Daniel Goleman About Emotional Intelligence” an interview with Daniel Goleman by Andrea Ovans. How to be human at work. The HBR Emotional Intelligence Series features smart, essential reading on the human side of professional life from the pages of Harvard Business Review. Each book in the series offers proven research showing how our emotions impact our work lives, practical advice for managing difficult people and situations, and inspiring essays on what it means to tend to our emotional well-being at work. Uplifting and practical, these books describe the social skills that are critical for ambitious professionals to master. |
| empathy training for customer service: Powerful Phrases for Effective Customer Service Renee Evenson, 2012 Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service. |
| empathy training for customer service: Practical Empathy Indi Young, 2015-01-15 Conventional product development focuses on the solution. Empathy is a mindset that focuses on people, helping you to understand their thinking patterns and perspectives. Practical Empathy will show you how to gather and compare these patterns to make better decisions, improve your strategy, and collaborate successfully. |
| empathy training for customer service: "I Love You More Than My Dog" Jeanne Bliss, 2009-10-15 Hundreds of businesses have customers who admire them, but only an elite few have true advocates— passionate, loyal, vocal fans—who rave about them to anyone who will listen. Jeanne Bliss, who served as a senior customer executive at five major companies, says there’s no shortcut to becoming beloved—you can’t hire a fancy marketing firm to get there. You earn it by how you decide to run your business—as Wegman’s and Harley-Davidson have for decades and as relatively new companies like Zipcar and Zappos are doing right now. After studying and working with dozens of beloved companies, Bliss has identified five key decisions that lead to customer devotion: • Decide to believe • Decide with clarity of purpose • Decide to be real • Decide to be there • Decide to say “sorry” Her examples and advice will help readers sustain growth and profit even in a tough economy. |
| empathy training for customer service: Customer Service Training 101 Renee Evenson, 2011 Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include How Do I Measure Up? self-assessments, and Doing It Right examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more. |
| empathy training for customer service: Empathy in Action Tony Bates, Natalie Petouhoff, 2021-10 A bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale. While the world has never needed more empathy than today, too often technology is used by businesses as a substitute and a barrier to real human connection. We've all experienced dumb chatbots, automated scripts and poor employee interactions that dehumanizes customer interactions. That's because brands have focused on company centric business strategies, processes and technology. However, simply put: No customers, no business. What if, by transforming the old company-centric way of doing business and putting customers and employees front and center, businesses could succeed faster than ever before and not at the expense of their most important assets--the very people who make it possible to be in business? Empathy is a powerful construct for a better world and a better business. It's not a synonym for nice. Empathy is about respect and treating people in the context of their unique situation in a highly personalized way. In this groundbreaking new book, longtime technology leader and current CEO of Genesys, Tony Bates teams up with researcher and customer experience evangelist, Dr. Natalie Petouhoff to define a new path forward to put empathy into action. By using strategies and technologies as the flywheel to orchestrate systems of listening, understanding and predicting, as well as, taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition. They predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like, AI and cloud can enable a more empathetic world. |
| empathy training for customer service: Empathy Lessons Lou Agosta, 2018-03-23 Breezy yet brainy, Empathy Lessons provides 30 compelling and actionable lessons in restoring and expanding empathy in relationships and emotional well-being, at home and at work, in parenting and in business, at school and in the private consulting room, in the corporate jungle and in the empathy desert, in the public market and in the intimacy of the bedroom. Empathy is oxygen for the soul. So if you are short of breath due to life stress, get the expanded empathy delivered in this book. Just as the body needs oxygen to live physically, the soul needs empathy to live emotionally. Most people are naturally empathic, but the cynicism and denial needed to survive everyday life drives empathy away. Remove the obstacles to empathy and empathy naturally develops and grows. That is the training in a nutshell without all the details, guidance, and practice needed to succeed. Find out how to take your empathy to the next level in this book. The empathy lessons in this book include how- To perform a readiness assessment; establish a set up for success in cleaning up inauthenticities that block empathy so that empathy can expand and flourish; Empathy is not an on-off switch but a tuner (dial or dimmer) that expands or contracts in accessing the vicarious experience of the other person; Empathy works as a method of data gathering about the other person, providing a vicarious experience of the other person without being flooded by the experience; Introspection, vicarious experience, listening to one's own voice over and radical acceptance are the royal road to empathic receptivity; Empathic receptivity overcomes emotional contagion, creating a set up for clear communication of feelings and experiences; Empathic understanding overcomes conformity and enables shifting out of stuckness into contribution, transformation, and leadership, including satisfying and flourishing relationships; Empathic interpretation overcomes projection and is the folk definition of empathy, walking in another's shoes, adding top down empathy to bottom up, empathic receptivity; Empathic responsiveness drives out anger and rage, acting as a soothing balm to suffering and emotional upset, deescalating conflict and aggression; Scientific, peer-reviewed, evidence-based research confirms that empathy reduces inflammation and stress; Relationships get weaponized in bullying and, coming from empathy, how to overcome bullying, reestablishing boundaries: recommendations to students, teachers, administrators on how to stop bullying (including cyber-bullying) and promote empathy; Disorders of empathy such as Asperger's and autism and (in a different context) the psychopathic person, the Natural Empath (caught between nature and nurture), and (fully buzzword compliant) mirror neurons, are related to empathy; Corporate empathy is not a contradiction in terms, CEO now means chief empathy officer, and empathy is now the ultimate capitalist tool; Empathy is the secret sauce in sexual satisfaction within an authentic relationship, featuring the desire of desire, the good parts, and intimate engagements that are sustainable. Empathy Lessons put you back in touch with your empathy. Empathy lessons-not merely the title of the book, the actual practices-provide applications to tough cases. The applications give back to you your power in overcoming life's social stresses and the power to expand well-being in the face of emotional upset, handling difficult relationships, meeting business challenges in the corporate jungle and empathy desert, overcoming bullies and bullying, and applying and practicing empathy in sex and romance. Not a conventional self-help book, but a writerly, intermittently humorous, romp through empathic fields, you get 30 actionable recommendations. Feeling like you are thrown under the bus again and it's getting crowded under there? Get the empathy you need to fight back and flourish in this book. |
| empathy training for customer service: The Empathetic Workplace Katharine Manning, 2021-02-16 This critical resource gives managers, HR, and anyone who may come into contact with someone in trauma—including workplace violence, harassment, assault, illness, addiction, fraud, bankruptcy, and more—the tools they need to be prepared for what lies ahead. This book is crucial for every manager or HR representative who shouldn’t just prepare to one day be faced with a report of a traumatic experience at work, but plan on it. This five-step method will help managers make survivors feel supported and understood. The Empathetic Workplace guides supervisors of any level through an understanding of how stories of trauma impact the brain of both the survivor and the listener, as well as the tools to handle the interaction appropriately, to help the listener, the organization, and most importantly, the survivor. The easy-to-follow LASER method outlined in these pages includes the following elements that all managers should know and understand: Listen-Controlling your own reaction, managing your body language, asking open-ended questions, hearing what is not being said, and winding down the speaker when the conversation becomes unproductive are essential elements in being a good listener. Acknowledge-Once someone shares a difficult personal story with you, it is important to acknowledge that gift. Share-You can help the speaker regain some measure of control by sharing information with him or her about what happened or what happens next, your personal or organizational values, and what you don’t yet know but hope to learn. Empower-You can help the traumatized person by providing him or her with resources that are available to them through the company or outside groups. Return-The final step is to ensure that the traumatized person has a way to come back later when he or she cannot remember all that you said, thinks of more questions, or wishes for updates. The LASER technique can benefit all who are responsible for others, from top-tier managers at Fortune 500 companies to Residence Advisors in college dormitories. |
| empathy training for customer service: Empathy in Education Bridget Cooper, 2011-09-15 A thorough exploration of the role empathy plays in learning throughout all levels of education and its crucial relationship to motivation, values development and achievement-- Provided by publisher. |
| empathy training for customer service: The Empathy Factor Marie R. Miyashiro, 2011 Building on research in brain science, emotional intelligence, and organisational theory, this title answers questions about the true definition of empathy. It presents an exploration into business productivity and office management that offers both real-world insights and practical ways to build transformative empathy skills organisation-wide. --Publisher description. |
| empathy training for customer service: The Power to Lead with Empathy: Transforming Workplace Culture and Performance Gerard Assey, 2024-03-18 ‘The Power to Lead with Empathy: Transforming Workplace Culture and Performance’ explores the profound impact of empathy on organizational success. Through real-life examples and practical insights, this book delves into the multifaceted nature of empathy, from understanding its components to navigating its connection with emotional intelligence and leadership effectiveness. It offers actionable strategies for overcoming challenges and fostering a culture of empathy in the workplace, emphasizing the importance of self-empathy and self-care in nurturing empathetic leaders. In today's digital age, where human connection can often be overlooked, this book highlights how empathy can bridge the gap and foster authentic relationships in virtual environments. Ultimately, ‘The Power of Leading with Empathy’ serves as a roadmap for leaders and organizations to cultivate empathy as a core value, driving collaboration, innovation, and fulfillment in the modern workplace. |
| empathy training for customer service: The Librarian's Guide to Homelessness Ryan Dowd, 2018 Homelessness is a perennial topic of concern at libraries. In fact, staff at public libraries interact with almost as many homeless individuals as staff at shelters do. In this book Dowd, executive director of a homeless shelter, spotlights best practices drawn from his own shelter's policies and training materials -- |
| empathy training for customer service: Empathy and the Practice of Medicine Howard Marget Spiro, Mary G. McCrea Curnen, Enid Peschel, Deborah St. James, 1993-01-01 The book - which includes essays by physicians, philosophers, and a nurse - is divided into three parts: one deals with how empathy is weakened or lost during the course of medical education and suggests how to remedy this; another describes the historical and philosophical origins of empathy and provides arguments for and against it; and a third section offers compelling accounts of how physicians' empathy for their patients has affected their own lives and the lives of those in their care. We hear, for example, from a physician working in a hospice who relates the ways that the staff try to listen and respond to the needs of the dying; a scientist who interviews candidates for medical school and tells how qualities of empathy are undervalued by selection committees; a nurse who considers what nursing can teach physicians about empathy; another physician who ponders whether the desire to be empathic can hinder the detachment necessary for objective care; and several contributors who show how literature and art can help physicians to develop empathy. |
| empathy training for customer service: The Customer Service Revolution John R. DiJulius, 2015-01-06 In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant. |
| empathy training for customer service: Empathy in the Context of Philosophy L. Agosta, 2010-04-29 Integrating continental and Anglo-American traditions, the author exposes empathy as the foundation of the being-with-one-another of human beings. The interpretation of empathy is applied to story telling, literature, and self psychology, rescuing empathy from the margins and revealing its role in the understanding of the other and human community. |
| empathy training for customer service: Critical Selling Nick Kane, Justin Zappulla, 2015-10-19 Master these top-performing sales skills to dominate the marketplace Critical Selling is a dynamic and powerful guide for transforming your sales approach and outperforming your competition. This book is based on Janek Performance Group's, an award winning sales performance company, most popular sales training program, Critical Selling®. Let authors Justin Zappulla and Nick Kane, Managing Partners at Janek, lead you through their flagship sales training methodology to provide you with the strategies, skills and best practices you need to accelerate the sales process and close more deals. From the initial contact to closing the deal, this book details the winning strategies and skills that have supercharged the sales force of program alumni like OptumHealth, Santander Bank, Daimler Trucks, California Casualty, and many more. Concrete, actionable steps show you how to plan a productive sales call, identify customer needs, differentiate yourself from the competition, and wrap up the sale. You'll also learn proven techniques for building rapport, overcoming objections, dealing with price pressures, and handling the million little things that can derail an otherwise positive sales interaction. Sales are the lifeblood of your company. Are they meeting your expectations? What if you could exceed projected sales figures and blow your competition out of the water? This book provides the research-based framework to ignite your sales team and excite your customer base, for sustainable success in today's market. Let Critical Selling® show you how to: Connect with customers on a deeper level to build trust Present a persuasive and value-based solution tailored to your customer’s needs Handle pricing pressure, doubt, and objections with confidence Utilize proven methodologies that help you close the sale Sales is about so much more than exchanging goods or services for cash. It's about relationships, it's about outperforming the competition, it's about demonstrating real value, and it's about understanding and solving people's problems. Critical Selling shows you how to bring it all together, using proven techniques based on real sales performance research. |
| empathy training for customer service: Dare to Lead Brené Brown, 2018-10-09 #1 NEW YORK TIMES BESTSELLER • Brené Brown has taught us what it means to dare greatly, rise strong, and brave the wilderness. Now, based on new research conducted with leaders, change makers, and culture shifters, she’s showing us how to put those ideas into practice so we can step up and lead. Don’t miss the five-part HBO Max docuseries Brené Brown: Atlas of the Heart! NAMED ONE OF THE BEST BOOKS OF THE YEAR BY BLOOMBERG Leadership is not about titles, status, and wielding power. A leader is anyone who takes responsibility for recognizing the potential in people and ideas, and has the courage to develop that potential. When we dare to lead, we don’t pretend to have the right answers; we stay curious and ask the right questions. We don’t see power as finite and hoard it; we know that power becomes infinite when we share it with others. We don’t avoid difficult conversations and situations; we lean into vulnerability when it’s necessary to do good work. But daring leadership in a culture defined by scarcity, fear, and uncertainty requires skill-building around traits that are deeply and uniquely human. The irony is that we’re choosing not to invest in developing the hearts and minds of leaders at the exact same time as we’re scrambling to figure out what we have to offer that machines and AI can’t do better and faster. What can we do better? Empathy, connection, and courage, to start. Four-time #1 New York Times bestselling author Brené Brown has spent the past two decades studying the emotions and experiences that give meaning to our lives, and the past seven years working with transformative leaders and teams spanning the globe. She found that leaders in organizations ranging from small entrepreneurial startups and family-owned businesses to nonprofits, civic organizations, and Fortune 50 companies all ask the same question: How do you cultivate braver, more daring leaders, and how do you embed the value of courage in your culture? In this new book, Brown uses research, stories, and examples to answer these questions in the no-BS style that millions of readers have come to expect and love. Brown writes, “One of the most important findings of my career is that daring leadership is a collection of four skill sets that are 100 percent teachable, observable, and measurable. It’s learning and unlearning that requires brave work, tough conversations, and showing up with your whole heart. Easy? No. Because choosing courage over comfort is not always our default. Worth it? Always. We want to be brave with our lives and our work. It’s why we’re here.” Whether you’ve read Daring Greatly and Rising Strong or you’re new to Brené Brown’s work, this book is for anyone who wants to step up and into brave leadership. |
| empathy training for customer service: Roots of Empathy: Changing the World Child by Child Mary Gordon, 2009-09-15 The acclaimed program for fostering empathy and emotional literacy in children—with the goal of creating a more civil society, one child at a time Roots of Empathy—an evidence-based program developed in 1996 by longtime educator and social entrepreneur Mary Gordon—has already reached more than a million children in 14 countries, including Canada, the US, Japan, Australia, and the UK. Now, as The New York Times reports that “empathy lessons are spreading everywhere amid concerns over the pressure on students from high-stakes tests and a race to college that starts in kindergarten,” Mary Gordon explains the value of and how best to nurture empathy and social and emotional literacy in all children—and thereby reduce aggression, antisocial behavior, and bullying. |
| empathy training for customer service: Role Playing For Unbeatable Customer Service Gerard Assey, 2024-08-16 Unlock the secrets to delivering exceptional customer service with ‘Role-Playing for Unbeatable Customer Service’. This essential guide empowers service professionals to master the art of customer interaction through practical, engaging role-playing exercises. Discover how to enhance communication skills, build empathy, and handle challenging scenarios with confidence. From creating impactful role-play scripts to evaluating performance, this book offers a comprehensive toolkit to elevate your customer service game. Dive into industry-specific scenarios for B2B, B2C, and Retail sectors, and learn how to tackle real-world issues like complaint handling, managing long queues, and providing personalized service. Perfect for both seasoned professionals and newcomers, this book equips you with proven strategies to turn every customer interaction into a winning experience. Transform your service skills and set your business apart with this indispensable resource for service excellence. |
| empathy training for customer service: Emotional Intelligence for Sales Success Colleen Stanley, 2013 Why do salespeople frequently fail to execute-even when they know what they should do? |
| empathy training for customer service: Be Your Customer's Hero Adam Toporek, 2015-04-22 On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need. |
| empathy training for customer service: The Empathy Edge Maria Ross, 2019-10-22 Furious customers? Missed deadlines? Failed products? The problems your business faces may stem from a single issue: lack of empathy. Being empathetic at work means seeing the situation from another's perspective, and using that vantage point to shape your leadership style, workplace culture, and branding strategy. Pairing her knowledge as a branding expert with proven research and fascinating stories from executives, change-makers and community leaders, Maria Ross reveals exactly how empathy makes brands and organizations stronger and more successful. Ross shows why your business needs to cultivate more empathy now, and shares the habits and traits of empathetic leaders who foster more productivity and loyalty. She gives practical tips, big and small, for how to align your mission and values and hire the right people, cultivating a more empathetic--and innovative--workplace culture. Finally, she gives you the goods on building your empathetic brand in an authentic and proactive way, and shows how doing so results in happier customers, innovative work cultures and increased profits. In this practical playbook for businesses of all types, Maria Ross proves that empathy is not just good for society--it's great for business, and may transform you at a personal level, too. |
| empathy training for customer service: Intellectual Empathy Maureen Linker, 2014-06-01 A guide for facilitating discussions about socially divisive issues for students, educators, business managers, and community leaders |
| empathy training for customer service: The Fourth Industrial Revolution Klaus Schwab, 2017-01-03 World-renowned economist Klaus Schwab, Founder and Executive Chairman of the World Economic Forum, explains that we have an opportunity to shape the fourth industrial revolution, which will fundamentally alter how we live and work. Schwab argues that this revolution is different in scale, scope and complexity from any that have come before. Characterized by a range of new technologies that are fusing the physical, digital and biological worlds, the developments are affecting all disciplines, economies, industries and governments, and even challenging ideas about what it means to be human. Artificial intelligence is already all around us, from supercomputers, drones and virtual assistants to 3D printing, DNA sequencing, smart thermostats, wearable sensors and microchips smaller than a grain of sand. But this is just the beginning: nanomaterials 200 times stronger than steel and a million times thinner than a strand of hair and the first transplant of a 3D printed liver are already in development. Imagine “smart factories” in which global systems of manufacturing are coordinated virtually, or implantable mobile phones made of biosynthetic materials. The fourth industrial revolution, says Schwab, is more significant, and its ramifications more profound, than in any prior period of human history. He outlines the key technologies driving this revolution and discusses the major impacts expected on government, business, civil society and individuals. Schwab also offers bold ideas on how to harness these changes and shape a better future—one in which technology empowers people rather than replaces them; progress serves society rather than disrupts it; and in which innovators respect moral and ethical boundaries rather than cross them. We all have the opportunity to contribute to developing new frameworks that advance progress. |
| empathy training for customer service: A New Approach to Resilient Hospitality Management Yoshinori Hara, Senko Ikenobo, Spring H. Han, 2022-04-26 This book includes lessons and insights from the hospitality management approach of Japanese sustainable organizations, as well as philosophical underpinnings and numerous business practice examples. The Japanese manner of providing customer service and hospitality is well-known around the globe. Traditionally, Japanese organizations have specific but implicit standards for how to approach customers and other multi-stakeholders, exhibiting respect and omnipresence. Japanese hospitality is complicated, nuanced, and changing in tandem with Japanese culture. The book presents sustainable and resilient management of society, organizations, and businesses. Kyoto, in particular, is regarded as Japan's cultural capital, and it is home to not only numerous architectures classified collectively by UNESCO, but also to distinctive Japanese hospitality, customs, philosophy, and ethics. The book is a useful resource for academics and business practitioners interested in the hospitality management, service management, and human resource management. The lessons and insights in this book will also throw light on the future course of the post-pandemic era with modern technologies and their transformation. |
| empathy training for customer service: Leading Loyalty Sandy Rogers, Leena Rinne, Shawn Moon, 2019-04-16 In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof. |
| empathy training for customer service: The Compassion Book Thom Bond, 2018-09-20 2nd Edition |
| empathy training for customer service: Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence Gerard Assey, 2024-03-11 ‘Mastering Professional Help Desk Skills: A Comprehensive Guide for Customer Service Excellence.’ is a comprehensive book designed to empower help desk professionals, customer service representatives, and CS Engineers with the essential skills needed for success in personal, telephone, and internet interactions. From the significance of first impressions to the intricacies of complaint handling, the book explores the art of customer service. It emphasizes the human element, going beyond technicalities to cultivate a customer-centric mindset. Readers will discover practical insights, real-world examples, and actionable strategies to enhance their communication, problem-solving, and stress management abilities. Through a structured approach, the book provides tools, action plans, and a commitment to continuous improvement, fostering a culture of excellence. This guide is a roadmap for individuals seeking to not only meet but exceed customer expectations, ultimately contributing to the success of their teams and organizations. The Book covers: Preface Crafting Lasting Impressions in Customer Service The Importance of Customer Service Key Benefits of Providing Excellent Customer Service The Roles, Responsibilities & Functions of a HELP DESK Professional KEY Attributes, Traits and Qualities of Help Desk Professionals Telephone Techniques and Skills Pre-Call Planning and Preparation During the Call: Steps to a Professional Service Call Effective Questioning and Listening Skills Open-ended Questions to get to the Root of Issues in Various Categories of Industries Steps to be a Good Listener Handling Complaints and Angry Customers Resolving Complaints Effectively Empowering Frontline Staff to Resolve Issues Personal (Face to Face) Interaction Ensuring Proper Grooming and Presenting a Professional Image Customer Care Skills Internet Interaction (Email) Professional DO’s & DON’T’s of Emailing Continuous Improvement and Teamwork Coping with Stress in the Service Industry Teamwork in Customer Service Understanding Customer Behavior A Personality Assessment for Customer Service Staff Identifying Different Customer Types Managing Difficult People and Sensitive Situations Understanding Users and Categorizing Them Typical Incident Management Process Implementing a Successful Help Desk Skills Initiative: Action Plan Empowering Help Desk Professionals for Excellence in Customer Service Conclusion: Elevating Your Helpdesk Journey About the Author |
| empathy training for customer service: Empathy N. Chokkan, 2016-12-22 This book talks about Empathy, Sympathy and its importance in life. |
| empathy training for customer service: Compassionate Leadership Rasmus Hougaard, Jacqueline Carter, 2022-01-18 Leadership is hard. How can you balance compassion for your people with effectiveness in getting the job done? A global pandemic, economic volatility, natural disasters, civil and political unrest. From New York to Barcelona to Hong Kong, it can feel as if the world as we know it is coming apart. Through it all, our human spirit is being tested. Now more than ever, it's imperative for leaders to demonstrate compassion. But in hard times like these, leaders need to make hard decisions—deliver negative feedback, make difficult choices that disappoint people, and in some cases lay people off. How do you do the hard things that come with the responsibility of leadership while remaining a good human being and bringing out the best in others? Most people think we have to make a binary choice between being a good human being and being a tough, effective leader. But this is a false dichotomy. Being human and doing what needs to be done are not mutually exclusive. In truth, doing hard things and making difficult decisions is often the most compassionate thing to do. As founder and CEO of Potential Project, Rasmus Hougaard and his longtime coauthor, Jacqueline Carter, show in this powerful, practical book, you must always balance caring for your people with leadership wisdom and effectiveness. Using data from thousands of leaders, employees, and companies in nearly a hundred countries, the authors find that when leaders bring the right balance of compassion and wisdom to the job, they foster much higher levels of employee engagement, performance, loyalty, and well-being in their people. With rich examples from Netflix, IKEA, Unilever, and many other global companies, as well as practical tools and advice for leaders and managers at any level, Compassionate Leadership is your indispensable guide to doing the hard work of leadership in a human way. |
| empathy training for customer service: Problem Solving, Simplified & Effective Uttam Kumar, 2024-09-16 In today's fast-paced and ever-evolving business landscape, problem-solving is more than just a skill—it's a critical component of success. Whether you're leading a startup, managing teams in a large corporation, or navigating the complex challenges of everyday life, the ability to identify, analyze, and resolve issues quickly and effectively is a game-changer. This book, Problem Solving, Simplified & Effective, is designed to help leaders from all walks of life approach problems with confidence, clarity, and strategy. It doesn't just focus on theoretical frameworks; instead, it breaks down real-world scenarios and provides actionable steps for overcoming common challenges. From scaling businesses to resolving conflicts, from understanding root causes to fostering a culture of continuous improvement, this book equips you with the tools needed to turn problems into opportunities. This book was curated with one key principle in mind: problem-solving should be both simple and effective. While there are endless complexities in business and life, this guide aims to streamline the process by providing clear, practical strategies that can be applied to any situation. By the time you finish this book, we hope you feel empowered not just to tackle challenges but to do so with a sense of purpose, direction, and confidence. After all, the ability to solve problems isn’t just about finding solutions—it's about building a mindset that views every problem as an opportunity for growth. To get the best results from this book: Each chapter focuses on a specific strategy, and together, they form a comprehensive framework to help you build a well-rounded perspective. Each chapter also includes a unique case study designed to illustrate the strategy in action, helping you understand its practical application. By the end of the book, you’ll not only have grasped each individual strategy, but you'll also gain deeper insights from the diverse range of problem statements covered. At the end of each chapter, you'll find a set of reflective questions. If you can confidently answer “Yes” to these questions, you're ready to move on to the next chapter, fully understanding the concepts discussed. Let’s get started on this journey together. |
| empathy training for customer service: Applied Empathy Michael Ventura, 2019-05-21 Michael Ventura, entrepreneur and CEO of award-winning strategy and design firm Sub Rosa, shares “how to unlock our ability to design solutions, spark innovation, and solve tough challenges with empathy at the center” (Arianna Huffington). Having built his career working with iconic brands and institutions such as General Electric, Google, Nike, Warby Parker, and also The United Nations and the Obama Administration, Michael Ventura offers entrepreneurs and executives a radical new business book and way forward. Empathy is not about being nice. It’s not about pity or sympathy either. It’s about understanding—your consumers, your colleagues, and yourself—and it’s a direct path to powerful leadership. As such, Applied Empathy presents real strategies, based on Sub Rosa’s design work and the popular class Ventura and his team have taught at Princeton University, on how to make lasting connections and evolve your business internally (your employees, culture, and product/services) as well as externally (your brand, consumers, and value). “The most neglected fact in business is we’re all human. Michael Ventura makes a powerful argument that empathy is the secret sauce of 21st century business. The more digital we get, the more empathy we need” (Chip Conley, New York Times bestselling author of Emotional Equation). For leaders of all levels, this groundbreaking guide lays the foundation to establish a diverse, inventive, and driven team that can meet the challenges of today’s ever-evolving marketplace. If you want to connect to the people you work with, you have to understand them first. |
Empathy Definition | What Is Empathy - Greater Good
Apr 30, 2025 · The term “empathy” is used to describe a wide range of experiences. Emotion researchers generally define empathy as the ability to sense other people’s …
Empathy | Greater Good
Apr 17, 2025 · The term “empathy” is used to describe a wide range of experiences. Emotion researchers generally define empathy as the ability to sense other people’s …
Six Habits of Highly Empathic People - Greater Good
Nov 27, 2012 · Empathy is a two-way street that, at its best, is built upon mutual understanding—an exchange of our most important beliefs and experiences. Organizations …
Why the World Needs an Empathy Revolution - Greater Good
Feb 1, 2019 · Empathy, she writes, involves an ability to perceive others’ feelings (and to recognize our own emotions), to imagine why someone might be feeling a certain way, and to …
Can Empathy Help You Be More Creative? - Greater Good
Mar 10, 2025 · Still, there seems to be some relationship between cognitive empathy and creative achievement, but not emotional empathy and creativity—which seems counterintuitive. After …
Why Empathy Matters - Greater Good
Nov 21, 2014 · In his new book, Empathy: Why It Matters and How to Get It, philosopher Roman Krznaric explains what empathy is and what it isn’t, and gives a powerful argument for the …
The Social Neuroscience of Empathy - Greater Good
the vicarious responses of empathy versus per-sonal distress. In the final part, we propose research questions and domains that should be given special attention by future empathy …
How to Fight Stress with Empathy - Greater Good
Jan 11, 2017 · Leading with empathy can help those around us to be sources of support in our lives and reduce the likelihood of interpersonal conflicts. This essay was adapted from The …
What’s the Matter with Empathy? - Greater Good
Jan 24, 2017 · The biggest problem with empathy, I think, is that people have trouble agreeing on exactly what it is. Far from being a problem for morality, however, I think that empathy can …
In a Divided World, We Need to Choose Empathy - Greater Good
May 29, 2019 · This is not fertile soil for empathy, and by some measures empathy has shriveled. One particularly alarming study found that the average American in 2009 was less empathic …
Empathy Definition | What Is Empathy - Greater Good
Apr 30, 2025 · The term “empathy” is used to describe a wide range of experiences. Emotion researchers generally define empathy as the ability to sense other people’s …
Empathy | Greater Good
Apr 17, 2025 · The term “empathy” is used to describe a wide range of experiences. Emotion researchers generally define empathy as the ability to sense other people’s …
Six Habits of Highly Empathic People - Greater Good
Nov 27, 2012 · Empathy is a two-way street that, at its best, is built upon mutual understanding—an exchange of our most important beliefs and experiences. Organizations …
Why the World Needs an Empathy Revolution - Greater Good
Feb 1, 2019 · Empathy, she writes, involves an ability to perceive others’ feelings (and to recognize our own emotions), to imagine why someone might be feeling a certain way, and to …
Can Empathy Help You Be More Creative? - Greater Good
Mar 10, 2025 · Still, there seems to be some relationship between cognitive empathy and creative achievement, but not emotional empathy and creativity—which seems counterintuitive. After …
Why Empathy Matters - Greater Good
Nov 21, 2014 · In his new book, Empathy: Why It Matters and How to Get It, philosopher Roman Krznaric explains what empathy is and what it isn’t, and gives a powerful argument for the …
The Social Neuroscience of Empathy - Greater Good
the vicarious responses of empathy versus per-sonal distress. In the final part, we propose research questions and domains that should be given special attention by future empathy …
How to Fight Stress with Empathy - Greater Good
Jan 11, 2017 · Leading with empathy can help those around us to be sources of support in our lives and reduce the likelihood of interpersonal conflicts. This essay was adapted from The …
What’s the Matter with Empathy? - Greater Good
Jan 24, 2017 · The biggest problem with empathy, I think, is that people have trouble agreeing on exactly what it is. Far from being a problem for morality, however, I think that empathy can …
In a Divided World, We Need to Choose Empathy - Greater Good
May 29, 2019 · This is not fertile soil for empathy, and by some measures empathy has shriveled. One particularly alarming study found that the average American in 2009 was less empathic …
