Customer Service: Empathy-Building Toolkit

Empathy is a key part of skillfully handling today’s customers. It’s seeing what’s behind a frustrated customer’s angry behavior.

Use this mini training kit to help your frontline workers and customer care pros begin to understand the role of emotions in creating customer satisfaction and loyalty.

Kit includes:

• 3 short videos to share with your team:
  Defining Emotional Intelligence in Customer Service  (2:29 min)
  How Can Emotional Intelligence be Used in Customer Service  (5:25 min)
  Showing Empathy When Dealing With Difficult People  (7:36 min)
• Step-by-step guide to help you engage your team
• Questions to help you facilitate discussion

Use this toolkit to create and lead your own customer service training session.