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How to express empathy

How to express empathy: Phone-Based Customer Service
How to express empathy: Phone-Based Customer Service

In this video Jeff Toister will help you understand the importance of expressing empathy during your customer service calls. He'll help you determine how to empathize with angry or upset customers. Try using the five helpful steps that make up the acronym LAURA: Listen, Acknowledge, Understand, Relate and Act.

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Skill Level Intermediate
52m 10s
Duration
651,677
Views
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Skills covered in this course
Business Business Skills Communication Marketing

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