- At this program's conclusion, participants should be able to:
- Explain why empathy is important to the organization.
- Describe how tone of voice, pacing, and other verbal cues impact a customer's experience.
- Demonstrate the use of open-ended and closed questions.
- Use techniques for listening better to challenging speakers.
- Show compassion for disheartened, confused, and disgruntled customers.
- Develop an action plan to improve their empathy skills.