This online course is called “Empathy and Emotions- Empathy and the ability to share and understand the emotions of others”.

This course is a guide for you to understand the perspective of a customer or potentially your peers or colleagues to empathise with their feelings to help you respond to a specific situation or scenario.

At the completion of this module you will:

  • Understand how to complete an empathy map 
  • Demonstrate an understanding of the customer emotions by explaining the value of empathy
  • Offer advice on empathetic listening
  • Prevent potential customer pain points
  • Create an environment that enables customer retention