Understand how to deliver exceptional customer service using empathy.
When we desire to increase customer satisfaction, we need to build trust with others by showing them that we know how they feel. We will discuss the difference between empathy and sympathy as well as when and how to use them to effectively to provide the customer with an excellent interaction with you and your organization. This material will prepare you to increase your emotional intelligence so you can provide the empathy level required for each customer. We will provide various tools to use in understanding the importance of empathy, how to better understand your customers, and some barriers to empathy and how to overcome them.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Empathy vs. Sympathy
- Understanding the Subtle Differences
- When and How to Use Empathy vs. Sympathy
Increasing Emotional Intelligence
- The Importance of Empathy
- Empathizing With Strangers
- Awareness vs. Involvement
Barriers to Empathy
- Self-Awareness
- Overcoming Obstacles
- Emotional Intelligence
Increase Customer Service Satisfaction
- Empathy in Action
- Asking for Feedback
- Taking Action
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Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on July 20, 2021.
Call 1-866-352-9540 for further credit information.
- ASAP PACE 0.1
- This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
- IAAP 1.0
- All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
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Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Irma Vargas
Vargas Girl Enterprise
- 20 years of development, training, and facilitation of workshops for public and private sector organizations in employee engagement, customer service, diversity, establishing processes to mitigate discrimination, favoritism, leadership development, team building, and strategic planning
- Coaches leaders and managers in public and private sector organizations around talent development through strengths-based methodologies
- Organizations include CDC, California State Department of Public Health, Pasadena Public Health Department, El Rancho Unified School District, New Grace Community Church
- M.P.A. Degree, California State University, Northridge, The Tseng College; B.A. Degree in English, Whittier College
- 34 Strong Certified StrengthsFinder™ Coach
- Can be contacted at [email protected]
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Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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