Some say you cannot train for empathy; some people are born empaths and some just aren't. Meeting people with where they are at and providing them tools to strive for your service delivery model is key. A person might not empathize with someone who is having their $300K vehicle repossessed, but you may be able to empathize with someone that lost something valuable at one point or another in their lives. Training to be empathetic to feelings rather than niche experiences can mean all the difference in the learning process.

Empatia vs simpatia: La primera implica involucrarse con el cliente, compartir sus sentimientos y estar dispuesto a hacer algo al respecto. La simpatia se limita a escuchar, pero de manera superficial, sin una real preocupación por encontrar alguna solución. Resulta practico el repaso de palabras como lo siento mucho, entiendo por lo que esta pasando y me comprometo a encontrar una solucion ayudan a fomentar la empatia.

1. Inclua Empatia nos Valores da Empresa Apresente os valores organizacionais, enfatizando a importância da empatia como parte da cultura. Compartilhe histórias reais de como a empatia fez diferença para os clientes e a equipe. 2. Treinamento Prático Role-play (Simulações): Realize simulações de cenários desafiadores para que os agentes pratiquem ouvir ativamente, identificar emoções e responder de forma compassiv

Infuse empathy training during onboarding by including role-playing exercises where agents practice responding to emotional scenarios. Use customer stories to highlight the impact of empathy in resolving issues. Teach active listening techniques, like paraphrasing and acknowledging emotions, and provide feedback during simulated calls. Incorporate soft skills workshops and pair new agents with mentors who model empathetic communication. Reinforce empathy as a core value with ongoing training and recognition of empathetic behaviors.

Engage with clients/customers as how you would want to be treated. Everyone one of us have had good/bad customer service experience and use those to reflect on your conversation.

I think the one of the bigger challenges in helping new agents onboard is helping them understand that empathy and sympathy are not synonyms. By differentiating the two, new hires can approach conversations with clients with a better understanding of how to approach their needs, issues or demands. Role play scenarios can be helpful but ultimately, they are a test environment and not a natural conversation or interaction I think the best approach is to have new hires listen to live recorded calls where empathy was successfully implemented and compare other calls where sympathy was used. Ultimately, this type of training can help new people understand how empathy works and how to use it when dealing with complex encounters

En Afrique, où l'état mental est souvent négligé dans les entreprises, enseigner l'empathie nécessite une approche adaptée. Les stratégies incluent des formations en intelligence émotionnelle avec des exemples locaux, le partage d’expériences inspirantes, et l’intégration de l’empathie dans les KPI avec des récompenses pour comportements exemplaires. Promouvoir la collaboration par des groupes de réflexion et le mentorat, enseigner des outils pratiques de gestion des émotions, instaurer une culture d’entreprise empathique et tenir compte des réalités culturelles permet de rendre l’empathie accessible et efficace dans un cadre professionnel africain.

The best way to train or infuse empathy is to show them. Yes, you need to show them through your relationship with others within the team and out the team that empathy is a culture, it's our way of life and not just some fancy word on our recruitment post or just a word. When people see how you and the team are so big on empathy, they will hop on the train.

Devemos sempre ouvir o feedback de quem entra, entender depois de um período como esta a performance do colaborador e ajustar a rota para que o mesmo alcance os resultados esperados, por ele e pela cia. Por ele porque mexemos com expectativas de entrega e ganhos, quando falamos de comissão ou remuneração e da cia quando falamos de montarmos equipes de alta performance e gerar resultados contínuos. Um ponto que devemos ter atenção é em se colocar no lugar de quem está entrando, tentar entender e alinhar as expectativas e ficar próximo.

I’ve learned, addressing the person by their name, ask how, I could help them, giving them my full attention. Treating them with respect, empathy and kindness. Training, I like to train by giving them simple steps which they can follow and visual steps. I learn following along step by step. I’m hands on learner. I like for them to know I want them to succeed, and happy to help.