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| empathy training activities 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 activities 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 activities for customer service: Customer Service Games for Training Agatha C Hughes, Thomas P Hughes, 2019-11-07 This title was first published in 2011.After World War II, a systems approach to solving complex problems and managing complex systems came into vogue among engineers, scientists, and managers, fostered in part by the diffusion of digital computing power.Enthusiasm for the approach peaked during the Johnson administration, when it was applied to everything from military command and control systems to poverty in American cities. Although its failure in the social sphere, coupled with increasing skepticism about the role of technology and experts in American society, led to a retrenchment, systems methods are still part of modern managerial practice. |
| empathy training activities for customer service: Customer Service Training Maxine Kamin, 2006 A practical, hands-on road map to help the reader quickly develop training in customer service. It offers all the exercises, handouts, assessments, structured experiences and ready-to-use presentations needed to develop effective training sessions. |
| empathy training activities for customer service: Compassion Focused Therapy Paul Gilbert, 2010-04-16 Research into the beneficial effect of developing compassion has advanced enormously in the last ten years, with the development of inner compassion being an important therapeutic focus and goal. This book explains how Compassion Focused Therapy (CFT) – a process of developing compassion for the self and others to increase well-being and aid recovery – varies from other forms of Cognitive Behaviour Therapy. Comprising 30 key points this book explores the founding principles of CFT and outlines the detailed aspects of compassion in the CFT approach. Divided into two parts – Theory and Compassion Practice – this concise book provides a clear guide to the distinctive characteristics of CFT. Compassion Focused Therapy will be a valuable source for students and professionals in training as well as practising therapists who want to learn more about the distinctive features of CFT. |
| empathy training activities for customer service: The War for Kindness Jamil Zaki, 2019 A Stanford psychologist offers a bold new understanding of empathy, revealing it to be a skill, not a fixed trait, and showing, through science and stories, how we can all become more empathetic-- |
| empathy training activities for customer service: Quick As a Cricket Audrey Wood, 2020-09-15 A child describes the feelings and emotions which are the mark of his individual self. |
| empathy training activities for customer service: Humanity on a Tightrope Paul R. Ehrlich, Robert E. Ornstein, 2010-12-16 More than ever, the world finds itself faced with common problems that affect most of the planet's population in some way: climate change, poverty, escalating violence, international conflicts, illness. And while an 'us v. them' mentality persists, a growing sense of empathy, of connection, with those in remote parts of the world has caught hold and is spreading. The authors argue that empathy and feelings of kinship with others are necessary to preventing the collapse of civilization. Through a careful examination of how humans must learn to relate to one another to avoid global calamity, they show how empathy can help to create a sustainable society of many billions of individuals. |
| empathy training activities for customer service: The Solutions Oriented Leader Dr. Rick Goodman, 2019-04-16 It's time to be part of the “Solution Revolution” and join the thousands of leaders and companies throughout the world who are becoming solution-oriented leaders. It’s all based on the lessons in this step-by-step guide developed by author, keynote speaker, and international leadership expert Dr. Rick Goodman. You’ll discover how to Transform Your Thinking, Optimize Your Assets, and Accelerate Your Connectivity to achieve world-class balance and results in your business and in your life. In this first-of-a-kind, comprehensive guide, author Dr. Rick Goodman leads you through the everyday challenges of the modern workplace while providing you with easy-to-implement solutions to achieve world-class results! The Solutions Oriented Leader shows you how to: Implement transformational leadership tools to help you achieve balance in business and your life Utilize communication systems that increase employee engagement and workflow Develop a positive attitude that motivates your team and increases retention Handle conflict and manage workplace burnout Now you can be in control of your destiny—giving yourself permission to be successful! You can become a leader who inspires others for a lifetime. You can harness your positive attitude and share it to propel your business to new heights. With the Solutions-Oriented mindset, you now have the business and life playbook promoting productivity, boosting employee engagement, and creating a happy work environment. |
| empathy training activities for customer service: You, Me and Empathy Jayneen Sanders, 2020-03 This charming story uses verse, beautiful illustrations and a little person called Quinn to model the meaning of empathy. Quinn shows an abundance of understanding, compassion and kindness towards others. Empathy is a learnt trait, and one to nurture in all children. Included are Discussion Questions and activities to promote empathy. |
| empathy training activities 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 activities for customer service: Customer Service Tip of the Week Jeff Toister, 2018-09-05 Reinforce your customer service skills! The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques. Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems. Select tips by category, by specific challenge, or just go in order. Each tip includes a short explanation plus practical suggestions. Focus on one tip per week to sharpen your skills over time. Customer service leaders will find additional resources for sharing the tips with your team! |
| empathy training activities 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 activities 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 activities for customer service: The Big Book of Conflict Resolution Games: Quick, Effective Activities to Improve Communication, Trust and Collaboration Mary Scannell, 2010-05-28 Make workplace conflict resolution a game that EVERYBODY wins! Recent studies show that typical managers devote more than a quarter of their time to resolving coworker disputes. The Big Book of Conflict-Resolution Games offers a wealth of activities and exercises for groups of any size that let you manage your business (instead of managing personalities). Part of the acclaimed, bestselling Big Books series, this guide offers step-by-step directions and customizable tools that empower you to heal rifts arising from ineffective communication, cultural/personality clashes, and other specific problem areas—before they affect your organization's bottom line. Let The Big Book of Conflict-Resolution Games help you to: Build trust Foster morale Improve processes Overcome diversity issues And more Dozens of physical and verbal activities help create a safe environment for teams to explore several common forms of conflict—and their resolution. Inexpensive, easy-to-implement, and proved effective at Fortune 500 corporations and mom-and-pop businesses alike, the exercises in The Big Book of Conflict-Resolution Games delivers everything you need to make your workplace more efficient, effective, and engaged. |
| empathy training activities for customer service: Creative Confidence Tom Kelley, David Kelley, 2013-10-15 IDEO founder and Stanford d.school creator David Kelley and his brother Tom Kelley, IDEO partner and the author of the bestselling The Art of Innovation, have written a powerful and compelling book on unleashing the creativity that lies within each and every one of us. Too often, companies and individuals assume that creativity and innovation are the domain of the creative types. But two of the leading experts in innovation, design, and creativity on the planet show us that each and every one of us is creative. In an incredibly entertaining and inspiring narrative that draws on countless stories from their work at IDEO, the Stanford d.school, and with many of the world's top companies, David and Tom Kelley identify the principles and strategies that will allow us to tap into our creative potential in our work lives, and in our personal lives, and allow us to innovate in terms of how we approach and solve problems. It is a book that will help each of us be more productive and successful in our lives and in our careers. |
| empathy training activities for customer service: Stand in My Shoes Robert Sornson, 2013 When Emily asks her big sister what the word empathy means, Emily has no idea that knowing the answer will change how she looks at people. But does it really matter to others if Emily notices how they're feeling? Stand in My Shoes shows kids how easy it is to develop empathy toward those around them. Empathy is the ability to notice what other people feel. Empathy leads to the social skills and personal relationships which make our lives rich and beautiful, and it is something we can help our children learn. This book teaches young children the value of noticing how other people feel. We're hoping that many parents read it along with their children. |
| empathy training activities for customer service: Teach with Magic Kevin Roughton, 2021-05 Learn from the Engagement Masters Education is a battle for attention. Whether you are a teacher trying to reach a classroom full of students or a parent trying to prepare your child for the world to come, getting our audience to just listen can be a real challenge. When students have access to personalized entertainment sitting in their pockets, anything that doesn't jump out and grab their attention right away is easily drowned out. But there is a place where even today all those modern distractions melt away--Disneyland. When you're there, you're not only in a different world, you're in Walt Disney's world. Whether you are Peter Pan flying over London in Fantasyland or a rebel fighter struggling against the First Order in Galaxy's Edge, you are 100% engaged. Sights, sounds and even smells ensure that your brain is locked into the experience. If we can bring those techniques into our teaching, we can create engaging experiences for our students, grab their attention, and boost their learning. You'll improve your teaching and create a place students want to visit. In this book we'll learn from the world's greatest engagement masters--the Disney Imagineers. Through narrative visits to attractions throughout Disneyland and Disney California Adventure, you'll experience a visit to the park as we share memories and see how the Imagineers make it all work. We'll be guided by Imagineering icon Marty Sklar's Mickey's 10 Commandments of Theme Park Design as we turn our classrooms into the most engaging places on Earth! |
| empathy training activities for customer service: Self-Awareness (HBR Emotional Intelligence Series) Harvard Business Review, Daniel Goleman, Robert Steven Kaplan, Susan David, Tasha Eurich, 2018-11-13 Self-awareness is the bedrock of emotional intelligence that enables you to see your talents, shortcomings, and potential. But you won't be able to achieve true self-awareness with the usual quarterly feedback and self-reflection alone. This book will teach you how to understand your thoughts and emotions, how to persuade your colleagues to share what they really think of you, and why self-awareness will spark more productive and rewarding relationships with your employees and bosses. This volume includes the work of: Daniel Goleman Robert Steven Kaplan Susan David 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 activities for customer service: The Knowledge Gap Natalie Wexler, 2020-08-04 The untold story of the root cause of America's education crisis--and the seemingly endless cycle of multigenerational poverty. It was only after years within the education reform movement that Natalie Wexler stumbled across a hidden explanation for our country's frustrating lack of progress when it comes to providing every child with a quality education. The problem wasn't one of the usual scapegoats: lazy teachers, shoddy facilities, lack of accountability. It was something no one was talking about: the elementary school curriculum's intense focus on decontextualized reading comprehension skills at the expense of actual knowledge. In the tradition of Dale Russakoff's The Prize and Dana Goldstein's The Teacher Wars, Wexler brings together history, research, and compelling characters to pull back the curtain on this fundamental flaw in our education system--one that fellow reformers, journalists, and policymakers have long overlooked, and of which the general public, including many parents, remains unaware. But The Knowledge Gap isn't just a story of what schools have gotten so wrong--it also follows innovative educators who are in the process of shedding their deeply ingrained habits, and describes the rewards that have come along: students who are not only excited to learn but are also acquiring the knowledge and vocabulary that will enable them to succeed. If we truly want to fix our education system and unlock the potential of our neediest children, we have no choice but to pay attention. |
| empathy training activities for customer service: Self-Compassion Dr. Kristin Neff, 2011-04-19 Kristin Neff, Ph.D., says that it’s time to “stop beating yourself up and leave insecurity behind.” Self-Compassion: Stop Beating Yourself Up and Leave Insecurity Behind offers expert advice on how to limit self-criticism and offset its negative effects, enabling you to achieve your highest potential and a more contented, fulfilled life. More and more, psychologists are turning away from an emphasis on self-esteem and moving toward self-compassion in the treatment of their patients—and Dr. Neff’s extraordinary book offers exercises and action plans for dealing with every emotionally debilitating struggle, be it parenting, weight loss, or any of the numerous trials of everyday living. |
| empathy training activities for customer service: 101 Ways to Improve Customer Service Lorraine L. Ukens, 2007-07-13 101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees develop service strategies to create a positive image, communicate effectively, and build customer rapport to support the underlying values and beliefs of your organization. |
| empathy training activities 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 activities for customer service: The Way of Integrity Martha Beck, 2021-04-13 OPRAH’S BOOK CLUB PICK AN INSTANT NEW YORK TIMES BESTSELLER “A roadmap on the journey to truth and authenticity… [The Way of Integrity] is filled with aha moments and practical exercises that can guide us as we seek enlightenment.” –Oprah Winfrey Bestselling author, life coach, and sociologist Martha Beck explains why “integrity”—needed now more than ever in these tumultuous times—is the key to a meaningful and joyful life As Martha Beck says in her book, “Integrity is the cure for psychological suffering. Period.” In The Way of Integrity, Beck presents a four-stage process that anyone can use to find integrity, and with it, a sense of purpose, emotional healing, and a life free of mental suffering. Much of what plagues us—people pleasing, staying in stale relationships, negative habits—all point to what happens when we are out of touch with what truly makes us feel whole. Inspired by The Divine Comedy, Beck uses Dante’s classic hero’s journey as a framework to break down the process of attaining personal integrity into small, manageable steps. She shows how to read our internal signals that lead us towards our true path, and to recognize what we actually yearn for versus what our culture sells us. With techniques tested on hundreds of her clients, Beck brings her expertise as a social scientist, life coach and human being to help readers to uncover what integrity looks like in their own lives. She takes us on a spiritual adventure that not only will change the direction of our lives, but also bring us to a place of genuine happiness. |
| empathy training activities for customer service: Teaching Empathy David A. Levine, 2013-04-25 How do you transform a classroom of individuals into a community of compassionate peers? The process of teaching empathy involves recognizing and naming the skill, practicing it, modeling it through action, and encouraging it. This resource focuses on teaching empathy and building a culture of caring in the classroom. A CD of the author’s original music enhances the learning experience. |
| empathy training activities for customer service: Value Proposition Design Alexander Osterwalder, Yves Pigneur, Gregory Bernarda, Alan Smith, 2015-01-28 The authors of the international bestseller Business Model Generation explain how to create value propositions customers can’t resist Value Proposition Design helps you tackle the core challenge of every business — creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and tools you need to create products that sell. Using the same stunning visual format as the authors’ global bestseller, Business Model Generation, this sequel explains how to use the “Value Proposition Canvas” to design, test, create, and manage products and services customers actually want. Value Proposition Design is for anyone who has been frustrated by new product meetings based on hunches and intuitions; it’s for anyone who has watched an expensive new product launch fail in the market. The book will help you understand the patterns of great value propositions, get closer to customers, and avoid wasting time with ideas that won’t work. You’ll learn the simple process of designing and testing value propositions, that perfectly match customers’ needs and desires. In addition the book gives you exclusive access to an online companion on Strategyzer.com. You will be able to assess your work, learn from peers, and download pdfs, checklists, and more. Value Proposition Design is an essential companion to the ”Business Model Canvas” from Business Model Generation, a tool embraced globally by startups and large corporations such as MasterCard, 3M, Coca Cola, GE, Fujitsu, LEGO, Colgate-Palmolive, and many more. Value Proposition Design gives you a proven methodology for success, with value propositions that sell, embedded in profitable business models. |
| empathy training activities for customer service: 50 Activities for Administrative, Secretarial, and Support Staff Elizabeth Sansom, Christine Newton, 2015-12-01 This manual of activities is written for support staff OCo the unsung heroes and heroines of organizations who often are the ones for whom there is no training budget. Or who can not be spared from their work to spend time in training. The book presents a wide range of activities and handouts to help teach and apply the most critical competences for administrative, secretarial and support professionals. Titles include: Delivering Bad News, Getting My Point Across, Proud to Be Part of the Team and Getting Organized. ItOCOs all here OC the activity description, target group, objectives, number of participants, time, materials, important notes for the trainer, method and optional elements. Included is an activity time checklist OCo so you can choose from exercises that can be completed in 60 minutes, 60-90 minutes and two hours. The 50 activities are conveniently organized into 10 areas: Orientation; Motivation and Empowerment; Caring for Our Customers; Face-to-Face Communication; Telephone Skills; Written Communication; Time Management; Managing Small Projects; Meetings; Presentation Skills. This training can be carried out in short sessions and in-house by supervisors or managers who are not officially trainers. The exercises all actively involve the participants and OCobecause they are fun OCo have much more impact. With 50 Training Activities for Administrative, Secretarial and Support Staff, you can motivate your staff, encourage them to achieve the best possible standards and enable them to grow in their constantly evolving jobs. |
| empathy training activities 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 activities for customer service: Once Upon a Dragon's Fire Beatrice Blue, 2021-03-02 A charming story about kindness, friendship, and magic from a rising star picture book creator. How did dragons get their fire? It all began once upon a magical kingdom, where a fearsome dragon stalked the land. The dragon was mean and scary and evil, or so the stories said. One day, two brave children set out to stop him for good. But when they finally met the monster, he wasn't quite what they expected . . . Find out how two kids' determination to save their village led to a friendship that will warm the hearts of dragon lovers everywhere in this gorgeously illustrated celebration of the magic of kindness. |
| empathy training activities for customer service: The Feedback Game Peter Gerrickens, 1999-12-31 |
| empathy training activities for customer service: Leaving the Saints Martha Nibley Beck, 2005 In a thoughtful examination of faith, bestselling author and life coach Beck chronicles her difficult decision to leave the Mormon church, and her struggle to overcome a dark secret buried in her childhood. |
| empathy training activities for customer service: 101 Activities for Delivering Knock Your Socks Off Service Performance Research Associates, 2009-06-17 Today’s customers are demanding service that is faster, better, and more personalized than ever before. How can organizations ensure that they are prepared to meet that challenge? The latest addition to the best-selling Knock Your Socks Off Service® series, 101 Activities for Delivering Knock Your Socks Off Service provides readers with the practical tools and cost-effective training required to help meet their customers’ needs. Taking the unique position of seeing things from the customer’s perspective, this collection of fun and enlightening exercises teaches customer service managers and employees valuable ways to help their organizations provide world-class service, and helps them create an action plan for improvement. Written in the same accessible and humorous style that made Delivering Knock Your Socks Off Service so popular, this companion guide covers such topics as: • how to say no • empathy vs. sympathy • service recovery • listening • email • telephone skills • customers from hell • winning words and soothing phrases • anticipting customer needs • building reliability • customer feedback • keeping a stress log • and more These simple but effective activities take only minutes, but deliver truly powerful, lasting results. |
| empathy training activities for customer service: Getting Service Right Jeff Toister, 2019-03-15 Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I |
| empathy training activities for customer service: The Empathy Advantage Lynne Azarchi, 2020-11-04 We live in a time when empathy is not only lacking but on the decline. Kids are bullied because of the color of their skin, religion, culture, a disability and more. Bullying and cyberbullying are increasing, especially for black and brown kids, LGBT youth, and Jewish and Muslim youth. Fueled by decreases in respect, kindness, and compassion, the house is on fire! Empathy may be not be a cure-all, but just a little effort can transform a child into a more sensitive, caring human being. The good news is that empathy – the ability to “walk in someone else’s shoes” – can be taught. This book is all about teaching adults to teach empathy to kids. The payoff will last a lifetime. In this helpful guide, parents, caregivers and teachers are coached to help their children and students to develop social-emotional skills that will equip them to better navigate the world with self-compassion and empathetic concern. The Empathy Advantage is for the busiest parents and educators. It provides tips, strategies, online resources, and activities that are fun and engaging and take just 10 to 20 minutes. It emphasizes the importance of starting early, being good role models, spending quality face-to-face time together, and more. It will help readers understand the dynamics of bullying and teach children to stand up not only for themselves but others. And it explores other topics including managing media in the home, the value of pets in inculcating empathy, active listening, and self-compassion – i.e. being as forgiving and kind to yourself as you would to a friend. |
| empathy training activities for customer service: Customer Service Steven A. Eggland, Michael J. Britten, 2002 For courses in Business Administration, Marketing, Consumer Behavior, Marketing Education, Customer Service. This book is about the consumer's right to service convenience, courtesy, and responsiveness to problems and needs and about organizations' willingness and ability to acknowledge and deliver that right to their clients, customers, patients, passengers, ticket buyers, constituents, etc. The book is based upon information provided by hundreds of consumers throughout the United States describing real-life transactions with a broad spectrum of businesses and institutions in both the private and public sectors. It illustrates the importance of customer satisfaction in the workplace and points out areas where businesses succeed or fail to meet customer expectations. |
| empathy training activities for customer service: Mastering Customer Service: Strategies for Excellence Charles Nehme, Introduction Purpose of the Book In an era where customers have more choices than ever, exceptional customer service has become a key differentiator that sets successful businesses apart from the rest. The aim of this book is to provide you with a comprehensive guide to mastering customer service. Whether you're a seasoned professional, a new hire, or a business owner, this book will equip you with the knowledge and skills needed to deliver outstanding service and foster lasting customer relationships. Importance of Customer Service in Today's Market Customer service is no longer just a support function—it is a strategic element of business success. With the rise of social media and online reviews, a single customer interaction can influence thousands of potential customers. Great customer service can turn a one-time buyer into a loyal advocate, while poor service can drive customers away and damage your brand's reputation. This book explores why customer service matters more than ever and how it can impact your bottom line. Overview of What the Reader Will Learn This book is divided into six parts, each designed to cover a different aspect of customer service: Foundations of Customer Service: Understand the core principles and importance of customer service, including the customer journey and expectations. Building a Customer-Centric Culture: Learn how to create an organizational culture that prioritizes customer satisfaction through leadership, employee engagement, and a positive workplace environment. Essential Customer Service Skills: Develop key skills such as effective communication, problem-solving, conflict resolution, and time management. Tools and Techniques: Discover the tools and techniques that can enhance your customer service, including feedback mechanisms, technology, and performance measurement. Advanced Strategies: Explore advanced strategies like personalization, customer loyalty programs, and crisis management to elevate your customer service efforts. Industry-Specific Customer Service: Gain insights into best practices tailored to specific industries such as retail, hospitality, and B2B services. The Evolution of Customer Service Customer service has evolved significantly over the years. From the early days of face-to-face interactions and telephone support to the modern era of digital communication and AI-driven solutions, the way businesses interact with customers has transformed. This section will provide a historical perspective on the evolution of customer service, highlighting key milestones and the changing expectations of customers. By understanding the past, we can better appreciate the present and anticipate the future trends in customer service. This book will not only provide you with practical tips and strategies but also encourage you to think critically about how you can innovate and adapt to meet the ever-evolving needs of your customers. Welcome to Mastering Customer Service: Strategies for Excellence. Let's embark on this journey together to create exceptional customer experiences and drive your business to new heights. |
| empathy training activities for customer service: Lessons from the Mouse Dennis Snow, 2010-08 Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World. |
| empathy training activities for customer service: Developing Empathy Katharina Manassis, 2017-04-21 Empathy is valued across cultures, and has a profound impact on psychotherapy, our children, and our world. Why then are many human relationships not empathetic? This volume describes in detail the neurobiological, psychological, and social elements involved with empathy. Ideas are brought to life with case examples and reflective questions which help the reader learn ways to overcome empathetic barriers. The book shows how fear, anger, and anxiety all take away the power to feel for others, while also looking at the topic through a global lens. Developing Empathy is an easy-read book, backed by science, useful to the clinician, and to all readers interested in the topic. |
| empathy training activities for customer service: Course Design Strategy Ethan Honary, 2021-07-01 This book is packed with strategies and insights that will help you design better training courses. It focuses on how people learn as the key factor in making design decisions. The book shows you how to design a good course for any field, no matter what medium you use to deliver it. Learn how the brain works, how people forget, how to gain and maintain attention and how to make a subject interesting. Then use the easy-to-follow guidelines to design strategically by increasing curiosity, making content emotional, making learners practise what they have learned and using failure as a teaching tool. The art of designing a course and making people learn is mastered through practical experience of running courses; the science is gained by evidence-based research on how people learn. The book combines the two, offering many examples and studies in cognitive psychology, neuroscience, instructional design and training the trainer. You will find lots of examples and studies in the book that provide insights that may not be obvious but that lead to important design decisions. They will change forever how you think about training design and delivery and help you design courses that your learners will love. In Course Design Strategy, you will learn: · How to make content memorable · What learners expect from a course · How people learn and forget, and why this should be the cornerstone of any course design · How to use eureka moments and eureka concepts as the building blocks of course design · How to make content easy to learn · Why the presence of a feedback loop is crucial to learning · How to use exercises and tests to enhance learning |
| empathy training activities for customer service: The Empathy Effect Helen Riess, MD, Liz Neporent, 2018-11-27 “We are all connected on a neurobiological level far more than we have previously realized. Consciously or not, we are in constant, natural resonance with one another’s feelings. When we are engaged in shared mind awareness, the possibilities for mutual aid and collaborative problem solving abound.” —Helen Riess, MD A Revolutionary Guide for Understanding and Changing the Way We Connect Empathy is undergoing a new evolution. In a global and interconnected culture, we can no longer afford to identify only with people who seem to be a part of our “tribe.” As Dr. Helen Riess has learned, our capacity for empathy is not just an innate trait—it is also a skill that we can learn and expand. With The Empathy Effect, Dr. Riess presents a definitive resource on empathy: the science behind how it works, new research on how empathy develops from birth to adulthood, and tools for building your capacity to create authentic emotional connection with others in any situation. Dr. Riess emerged as leading researcher on empathy by creating a breakthrough training curriculum now used internationally in health care, business, and education. Drawing from this successful program and the latest science, she presents: • The E.M.P.A.T.H.Y.® method—a powerful seven-step system for understanding and increasing empathy, starting with Eye Contact and ending with Your Response • How empathy works—a comprehensive synthesis emerging from neuroscience, sociology, developmental psychology, and evolutionary theory • Tools for recognizing and promoting empathic behavior in yourself and others • Parenting and teaching empathy in kids—guidance for every stage of development • Texts, emojis, and digital empathy—the modern challenge of authentic connection in the information age • Empathy through art and literature—exploring the power of creative expression to expand our emotional experience • Leading with empathy—how political and business leaders can combine compassion with efficiency through group empathy skills and shared mind intelligence • Digging deep for empathy—how to reverse scapegoating and recognize shared humanity with those we normally keep at a distance • Self-compassion—why your ability to express love toward yourself affects every other relationship in your life “Nourishing empathy lets us help not just ourselves,” says Dr. Riess, “but also everyone we interact with, whether for a moment or a lifetime.” The Empathy Effect is a life-changing book that will revolutionize the way you understand yourself, relate to your loved ones, and connect to every person in your life. |
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 …
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 …
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 such as …
Why the World Needs an Empathy Revolution - Greate…
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 …
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 …
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 …
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 …
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 such as …
Why the World Needs an Empathy Revolution - Greate…
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 …
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 …
