I’m really excited about delivering my full day Empathy workshop to a wonderful client in Montreal on Monday. I have been preparing for this event for months and I cannot wait to share my insights and enthusiasm with a group of 70 new hires.
For the benefit of my audience and as a perk for you, I am sharing the videos I’ll be featuring in the empathy training. I use videos to both teach a specific message and to add extra engagement during the training.
During and after live customer service training workshops people always ask me for the links to my videos, so I’m being proactive and sharing them now. 🙂
“Put Yourself In Their Shoes” video
This is a powerful video that truly gets participants to feel for another person. After this video, I divide participants into small groups and they debrief the video by discussing 4 questions that I hand out. Powerful, powerful video learning experience.
Patients: “Afraid and Vulnerable” video
This video helps me to get employees to recognize the impact of their words, body language and attitude on customers – be they patients, guests, etc. After we watch this video, I facilitate a discussion on how vulnerable, afraid, or confused customers can be and how we can put them at ease by being patient, fully present, engaging, caring and compassionate. I really love this video as a training tool
“Sympathy versus Empathy” video
I use this short video to clarify the difference between sympathy and empathy and I emphasize that in customer service, we are focusing on empathy, not sympathy. This video always gets smiles and laughs, while quickly clarifying the difference between empathy and sympathy.
“United Broke My Guitar” video http://youtu.be/5YGc4zOqozo
A lot of the times when I am training on empathy, we also discuss problem handling.I open the complaint handling module with the famous United Broke My Guitar viral video. This video gets laughter and demonstrates the power of social media. I mostly show this video to get laughter and to engage participants after our lunch break. But we make it productive by talking about how our attitude in problem handling can make for a bad customer experience.
I hope you enjoy these videos and that you might even find a way to use them in your own training. Now, time for me to do a complete run-through of this training so I can be great for my client in Montreal. 🙂
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