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    Thandeka Khwela
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    The document discusses empathy, defining it as understanding another person's feelings and perspective. It outlines three types of empathy: affective empathy which is responding to others' emotions, somatic empathy which is feeling what others feel, and cognitive empathy which is understanding another's response to a situation. The document also explains that showing empathy to customers helps them feel understood, valued, and heard, building trust and relieving distress. It provides seven ways to demonstrate empathy including listening, involving customers in solutions, asking questions, and responding to their tone. Examples of empathetic statements are also given.

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    The document discusses empathy, defining it as understanding another person's feelings and perspective. It outlines three types of empathy: affective empathy which is responding to others' emotions, somatic empathy which is feeling what others feel, and cognitive empathy which is understanding another's response to a situation. The document also explains that showing empathy to customers helps them feel understood, valued, and heard, building trust and relieving distress. It provides seven ways to demonstrate empathy including listening, involving customers in solutions, asking questions, and responding to their tone. Examples of empathetic statements are also given.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    9 views23 pages

    IGT Solutions Presentation.

    Uploaded by

    Thandeka Khwela
    The document discusses empathy, defining it as understanding another person's feelings and perspective. It outlines three types of empathy: affective empathy which is responding to others' emotions, somatic empathy which is feeling what others feel, and cognitive empathy which is understanding another's response to a situation. The document also explains that showing empathy to customers helps them feel understood, valued, and heard, building trust and relieving distress. It provides seven ways to demonstrate empathy including listening, involving customers in solutions, asking questions, and responding to their tone. Examples of empathetic statements are also given.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    of 23

    EMPATHY

     Ability to understand and share the feelings of another


     Intellectual or emotional identification with customers,
    Acknowledging their feelings.
    TYPES OF EMPATHY:

     Affective Empathy
     The ability to respond to people’s emotions
    effectively
    TYPES OF EMPATHY:

     Affective Empathy
     The ability to respond to people’s emotions
    effectively
     Somatic Empathy
     The ability to feel what another person is feeling
    TYPES OF EMPATHY:

     Affective Empathy
     The ability to respond to people’s emotions
    effectively
     Somatic Empathy
     The ability to feel what another person is feeling
     Cognitive Empathy
     The ability to understand someone’s response to a
    situation
    WHY SHOW EMPATHY?

     To show a customer they are understood


    WHY SHOW EMPATHY?

     To show a customer they are understood


     To show that a customer is valued
    WHY SHOW EMPATHY?

     To show a customer they are understood


     To show that a customer is valued
     To show that a customer is heard
    WHY SHOW EMPATHY?

     To show a customer is understood


     To show that a customer is valued
     To show that a customer is heard
     To create trust and hope for the customer
    WHY SHOW EMPATHY?

     To show a customer is understood


     To show that a customer is valued
     To show that a customer is heard
     To create trust and hope for the customer
     Relieves a customer from emotional
    distress
    7 WAYS TO SHOW EMPATHY

     Listen carefully (repeat their problem to


    show that you listened)
    7 WAYS TO SHOW EMPATHY

     Listen carefully (repeat their problem to


    show that you listened)
     Make them a part of the solution
    7 WAYS TO SHOW EMPATHY

     Listen carefully (repeat their problem to


    show that you listened)
     Make them a part of the solution
     Be curious about your customer
    7 WAYS TO SHOW EMPATHY

     Listen carefully (repeat their problem to


    show that you listened)
     Make them a part of the solution
     Be curious about your customer
     Respond to the customer’s tone
    7 WAYS TO SHOW EMPATHY

     Listen carefully (repeat their problem to


    show that you listened)
     Make them a part of the solution
     Be curious about your customer
     Respond to the customer’s tone
     Do not assume, ASK
    7 WAYS TO SHOW EMPATHY

     Listen carefully (repeat their problem to


    show that you listened)
     Make them a part of the solution
     Be curious about your customer
     Respond to the customer’s tone
     Do not assume, ASK
     Avoid sympathy
    7 WAYS TO SHOW EMPATHY

     Listen carefully (repeat their problem to


    show that you listened)
     Make them a part of the solution
     Be curious about your customer
     Respond to the customer’s tone
     Do not assume, ASK
     Avoid sympathy
     Take their side when they are right
    EXAMPLES OF EMPATHY
    STATEMEMTS
     I can relate with your situation and we will work
    together with my collogues to resolve your issue
    EXAMPLES OF EMPATHY
    STATEMEMTS
     I can relate with your situation and we will work
    together with my collogues to resolve your issue
     Since I have a daughter with food allergies, I completely
    understand why the yoghurt needs to have all the
    ingredients listed
    EXAMPLES OF EMPATHY
    STATEMEMTS
     I can relate with your situation and we will work
    together with my collogues to resolve your issue
     Since I have a daughter with food allergies, I completely
    understand why the yoghurt needs to have all the
    ingredients listed
     I would have felt that way if I was in your shoes, please
    elaborate what you think would be the best solution for
    whatever best fits your needs
    EXAMPLES OF EMPATHY
    STATEMEMTS
     I can relate with your situation and we will work
    together with my collogues to resolve your issue.
     Since I have a daughter with food allergies, I completely
    understand why the yoghurt needs to have all the
    ingredients listed.
     I would have felt that way if I was in your shoes, please
    elaborate what you think would be the best solution for
    whatever best fits your needs.
     As a parent I also would have been angry if I was in your
    situation but I will certainly do the best I can to get to
    the best solution to make up for your distress
    Over the last five years the
    stats that have proven

    Sales stats

    sales closed by showing empathy sales closed without empathy


    Sssss

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