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Empathy

You treated me with genuine care + concern

Estimated Time to Complete  (Minutes)

60

Learning Objectives

[2 Modules]

  • Understand the importance of expressing empathy in positive and negative situations

  • Leverage empathy to build rapport and engagement

    • HEAR IT Identifying opportunities for empathy

    • NAME IT Recognize and name emotions

    • REFLECT IT Reflect callers emotions

    • OWN IT Follow-up with ownership

Course Overview

This course explores the crucial role of empathy in a customer service environment. Participants will learn to distinguish between sympathy and empathy, understanding the deeper connection empathy fosters. The curriculum covers when and how to express empathy effectively, enhancing customer interactions. The course emphasizes the impact of genuine empathy on customer satisfaction and loyalty, empowering customer service professionals to create more meaningful and positive customer experiences.

All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices assembled by listening to/reading millions of customer interactions, across a number of industries.  Ask about our customized courses for your industry.

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