From the course: Empathy for Customer Service Professionals
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If genuine empathy is hard for you, try this
From the course: Empathy for Customer Service Professionals
If genuine empathy is hard for you, try this
- A manager of a contact center asked me whether she should hire people who demonstrate empathy, or if she can train people to show empathy. Are we born empathetic or could it be a learned skill? There is no simple answer to the question of innate empathy. We are born with the ability to empathize, in the same way that we are born with talents. You may have a good eye for photography, or you might be a natural poet. You must still practice your gifts and develop your skills to achieve mastery. Empathy works the same way. It's innate for all of us, but we have to develop our ability to express empathy. If you find empathy a tough emotion to express to customers, you're not alone. You just haven't developed your capacity for empathy toward customers yet. But the good news is, I have a solution for you. If I want to drive from Tulsa to Albuquerque, I don't have to know the interstates, streets, or any detours. All I have…
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