Name: PowerPoint Presentation
Uploaded: 2022-07-20
Duration: 7 min 56 s
Description: I chose to do Empathy because I struggle with this myself not only in my professional but personal life as well..

[Audio] I chose to do Empathy because I struggle with this myself not only in my professional but personal life as well.. 

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[Audio] Our agenda today is, What is Empathy? Do's, don'ts, Breaking News, Practice what you've learned. 

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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.. 

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

. With Aidvantage we are not just another call centre. What we do here affects an individual’s life to include their $$$ and credit….. 

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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.

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

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Fact, Feeling I am sorry to hear that it must be hard. I’m happy to hear that how wonderful

Mirror I have loans myself. I know how it can be.

Assure, Transition You’re in the right place. Let’s see what we can do .

Lead In Let me take this moment Let me start by saying

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

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

Don’t let an angry or frustrated borrower put you off. Turn it around by showing them you are on their side.

Key words Lost my job I retired I cannot log into my online account

I know how frustrating things can be when they don’t go as planned.

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Live with your hosts Stan Lee Cares and Jess Kahoot

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

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

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PowerPoint Presentation

I chose to do Empathy because I struggle with this myself not only in my professional but personal life as well.

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Do's, don'ts, Breaking News, Practice what you've learned

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

PowerPoint Presentation

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