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Empathy

You treated me with genuine care + concern

Estimated Time to Complete  (Minutes)

60

Learning Objectives

[2 Modules]

  • Understand the importance of expressing empathy in positive and negative situations

  • Leverage empathy to build rapport and engagement

    • HEAR IT Identifying opportunities for empathy

    • NAME IT Recognize and name emotions

    • REFLECT IT Reflect callers emotions

    • OWN IT Follow-up with ownership

Pre-requisite Course(s)

  • Greeting

  • Name Use

  • Ownership

All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices gleaned by listening to/reading literally millions of customer interactions.

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