Empathy for Customer Service Professionals

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Myra Golden

19:26

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01 - Introduction

01 - Customers remember how you make them feel.mp4

01:04

02 - 1. Why Empathy in Customer Service Matters

01 - Explore the role of empathy in customer service.mp4

02:38

03 - 2. Empathy The Secret to a Great Customer Experience

01 - Be an empathic customer service professional.mp4

03:21

02 - If genuine empathy is hard for you, try this.mp4

02:32

04 - 3. Build Your Empathy Quotient

01 - Would you say that to your grandmother.mp4

01:58

05 - 4. Apply Empathy to Your Customer Support Tool Kit

01 - Diffuse anger with empathy.mp4

02:22

02 - Use empathy to your advantage in customer support.mp4

01:46

03 - Convey empathy when things go wrong for the customer.mp4

02:26

06 - Conclusion

01 - Continue to cultivate your empathy skills.mp4

01:19

Description

Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn't feel positive. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. Instructor Myra Golden shares three keys to empathy in customer service and reveals how to use empathy to put customers at ease and reduce callbacks. Learn about how to use empathy to your advantage with difficult customers. Plus, if genuine empathy is challenging, Myra shares a formula for conveying empathy even when it doesn't come naturally.

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Customer Service

Myra Golden

Instructor's Courses

Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley, and other brands. Myra is also an Author at LinkedIn Learning.

Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.