Empathy is the ability to build understanding around another person’s thoughts, feelings, and rationale through inclusive behavior.

In today’s disrupted healthcare marketplace, it is imperative to build a greater level of understanding of customers’ thoughts, needs, and challenges. Empathetic engagement builds trust and makes customers feel understood, valued, and respected. However, despite the importance of empathy, not every employee has the skills to empathetically engage with customers.

Here are four tips to improve your empathetic engagement skills:

  1. Understand the customer’s current situation
  2. Seek the customer’s perspective
  3. Ask for the customer’s feedback
  4. Follow-up on agreements

If you would like to better understand how to get your employees to empathetically engage with their customers, feel free to schedule an Exploratory Call today by visiting www.wlhconsulting.com. My team and I would be happy to help!

Watch and/or Listen now on your favorite podcast platform! Feel free to share some ways your team is thriving during change in the comments below. Thank you for tuning in, Wendy.

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We at WLH have decades of experience and expertise in strategic change implementation of all scales. If you would like to better understand how to recalibrate your plans or receive guidance that is tailored to your specific goals, challenges, and needs, ​please feel free to schedule an exploratory call with us today.


WLH Consulting, Inc.
Author:
WLH Consulting, Inc.

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