PowerPoint Presentation

1 .. Presented by Misty Steward. Empathy.

Agenda. What is Empathy? Do’s Don’ts Breaking News Practice what you’ve learned.

3 .. Empathy is understanding the feelings of another person by putting yourself in their shoes..

[Audio] With Aidvantage we are not just another call centre. What we do here affects an individual's life to include their $$$ and credit…. In customer service, empathy is the ability to have a human interaction with a customer where you would intentionally put yourself in the customer's shoes to understand their issue and find the best possible solution for your customers. Quite simply, empathy is the best way for you to show your customers that you really care. And while it's not always possible for customer service representatives to solve a customer's problem, showing empathy helps customers to feel that their concerns matter. It reinforces that they are valued by Aidvantage. Remember you don't just need to show empathy when someone has a problem but also when something fantastic happens or someone gets good news..

Empathy Do’s. Verbally Engage Oh, I see, Go on, Wow.

EMPATHY DON’TS. Don’t ignore the keywords and feeling words. Empathize with the good and bad.

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[Audio] I am Rose Forn live on scene here at Knowledge Share Mountain. We are about to go in and see what kind of empathy our team is showing. Let's head on in..

[Audio] Shhhh, here we have agent Tele Vines on a call. Let's see how she shows that empathy..

[Audio] She missed a real opportunity to be a friend to someone in trouble. This customer service representative seems to not show any empathy. We talk to a lot of people everyday and we need to guard against becoming hard or callused to our callers needs. Customers don't care what you know until they know you care. Customers want to know you have the capacity to hear the issue from their point of view. More than words a caring tone of voice allows the customer to hear your that you acknowledge their concerns. Think about how you would feel if someone disregarded your feelings this way..

[Audio] Now let's go over to Mark Citrix desk and see how it's done..

[Audio] Mark made some awesome empathy statements and sounded sincere. Mark may not have had Covid himself but was able to empathize with his caller's. Great job Mark!.

[Audio] Now let's practice what we have learned..