Module 6: Empathy and Compassion
OBJECTIVE
Empathy and compassion are essential aspects of customer service. This module will define empathy and compassion, and explain in detail why it matters and is so valuable. You will learn strategies of how to become more empathetic and compassionate, and the benefits to both employees and businesses.
LEARNING OBJECTIVES
- Learn the meaning of empathy and compassion
- Understand why being empathetic and compassionate is so valuable
- Identify strategies of how to become more empathetic and compassionate
- Recognize the importance of empathy and compassion in customer service
LEARNING BREAKDOWN
Length: 25 mins (does not include check points or knowledge check)
6.1 Defining Empathy and Compassion
- Defining empathy, compassion, and sympathy
- Explaining what empathy is not
6.2 The Why
- Why empathy and compassion is important, and why it matters
- Evolutionary roots of empathy and compassion
- Psychological benefits
6.3 The Skills of Empathy and Compassion
- Explaining that empathy can be learned
- 4 skills of empathy
- 6 habits of empathetic people
- 4 components of compassion
6.4 Empathetic and Compassionate Customer Service
- How customers benefit
- How businesses and employees benefit
- Intentionality and vulnerability
- When you can’t meet a customers requests
