Summary:
Empathy helps build trust and improve customer interactions by recognising emotions and responding appropriately.
Discussion Questions:
- How do we show empathy without overstepping professional boundaries?
- Share an example where empathy improved a difficult situation.
- What phrases or approaches can we use to show empathy effectively?
Suggested activity:
- Role-Playing Exercise: Team members practice responding to customer concerns using empathetic language and body language.
Key Takeaways:
✅ Listening actively and responding with empathy improves interactions.
✅ Small gestures of empathy can de-escalate tense situations.
Quick Reference Guide:
- Active Listening: Nod, paraphrase, maintain eye contact.
- Empathy Phrases: “I understand this must be frustrating for you.”
- Avoiding Dismissive Language: “It’s not a big deal” → Instead, say: “I can see why this is important to you.”