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Empathy Skills Program
 About the Course:
Empathy Training is designed to ensure that your call center representatives demonstrate empathy, build rapport and trust with your customers. Our Empathy Training courses will enhance the communication and, most importantly, the listening skills of your employees in order to maximize the customer experience.
Good management is about getting people to do what needs to be done. Good ‘people managers’ understand that people need to be treated differently, because they are different - in the way they see the world, their work and their colleagues and customers. In fact, psychologists tell us that about 90% of people’s behavior is driven from their personality, not just their skills and knowledge. This intensive course shows the manager how to ‘read’ their people’s personality and thus how to create a communication and motivation strategy that will work for that individual. The Empathy approach is fun to learn, easy to apply and instantly effective in helping employees be more productive.
Empathy Training course will provide your offshore personnel with the ability to:
- Enhance your customer experience and satisfaction
- Build empathy, rapport and trust as well as strengthen relationships with customers and colleagues through more successful communication
- Communicate more efficiently and effectively with customers and colleagues by reducing first language influenced accent
Target Audience:
Front-Line customer support representatives and BPO personnel.
Course Duration:
8 hours
Course Content:
- Using the right predicates of speech to enhance communication
- Knowing how to match and mirror your clients in order to create immediate rapport
- Understanding the representational system in order to know a client’s communication preferences
- Effectively using body language to create rapport and enhancing your sensory acuity
- About each of the 7 personality styles
- About their own personality style and why they react in the way that they do
- How to recognize the styles in each client within the first few seconds of the call
- How to remain neutral at the beginning of the call
- How to deal with each individual style uniquely in each segment to the call
Courseware Price:
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