In this section, the foundational (and under-developed) skills of empathic awareness, building trust, and the distinction between empathy and sympathy sets the C.A.R.E. Customer® learning experience up for success.
Most retailers instruct their teams to "use active listening" with customers. Very few actually deliver what the skill of Active Listening is as a two-step process, or what it looks, sounds, and feels like in a human interaction. Building on the skills involved with empathy in Section 1, this section emboldens the strong foundation of life skills that supports the rest of the C.A.R.E. Customer® course.
Do your teams have a human-centered, customer-centric method of handling customer complaints and concerns? Armed with the skills and deepened awareness of empathy and communication, your teams now have the ability to transform customer complaints into collaborative experiences that can build loyalty.