Course curriculum

  • 01

    Introduction

    • Empathy is more important than a lot of people think

    • I use the word "Customer."

  • 02

    What's appropriate business empathy?

  • 03

    Conveying Genuine Concern

    • 4 Keys to Empathy in Customer Service

    • 20 Damn Good Ways to Convey Empathy

    • Use Personal Pronouns to Foster Rapport

    • Adopt & Apply

  • 04

    Improving the Customer Experience with Empathy

    • Empathic Listening (Listening with the Intent to Understand)

    • Man in the Desert

    • U S A Method for Saying 'No' and So Much More

    • Adopt & Apply

  • 05

    How to Answer Difficult Questions

    • The Two Most Difficult Questions to Answer and What You Should Say

    • The Feel Felt Found Method

    • Adopt & Apply

  • 06

    This is How You De-escalate

    • The 3R De-escalation Method

    • Step 1: Recognize

    • Hold the chicken!

    • Reflection

    • Step 2: Reframe

    • Step 3: Resolve

    • What are you biggest aha's?

    • 3R Method Practice

  • 07

    Next Steps

    • Here's a Quick Knowledge Check

    • S.M.A.R.T. Goal Setting

    • Next Steps