Professional Documents
Culture Documents
Smpsvccu005 v2013 Qcci Empathy
Smpsvccu005 v2013 Qcci Empathy
Session 5
Service Culture
Objectives
What is Empathy?
• Trust * Attentiveness
• Appropriate Responses * Shared Experiences
• Respect * Support
Empathy as a Social Competency
• Trust
• Attentiveness
• Appropriate responses
• Shared experiences
• Respect
• Support
Service Orientation
• Listening to customers
• Understanding customers
• Anticipating their needs
• Giving high priority to issue resolution
• Gaining customer satisfaction
Notes