Empathy

1. Empathy101

2. Objectives
Define Empathy
Learn the importance of
empathy
Construct sentences that
show empathy
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3. Empathy
Empathy is the ability to know emotionally what
another is experiencing from within the
frame of reference of that other person. In simple
terms, empathy is to put oneself in
another’s shoes.

4. Whatistheimportanceof
empathy?
When a customer is upset over our product or service,
we need to think about how we would react if we were
in the same situation as the customer. Only then will
you understand why the customer is reacting this way.
Once you know where the customer is coming from,
you will be more understanding, patient, and
accommodating to him/her.

5. Whatistheimportanceof
empathy?
Empathy is not just for negative emotions. It also
applies to positive emotions from the customer.
When your customer tells you something positive
that happened in his/her life,
sincerely acknowledge it. Let your customer know
and feel that you care about them.
Similarly, if the customer tells you something
negative, focus on what you can do to help
him/her. In this regard, the customer will feel
listened to, valued, and ultimately be satisfied.

6. Constructingsentencesthatshow
empathy
Empathizing may be tough at times, especially
if you are dealing with a difficult customer. So,
how do you empathize?
Here are some tips on how to properly
empathize.

7. Constructingsentencesthat
showempathy
Personalize your response
Acknowledge the customer's concern
Apologize when appropriate.
End the conversation on a positive note.
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8. Hope you all remember how important empathy is
and how it affects our interaction with the
customer. Something as simple as showing that you
care can make an impact on the customer’s
satisfaction.