Compassion, Confidence, and Customer Service Training: Recognize and nurture soft skill development to build a better customer service rep.

Abstract

Providing great customer service has always been important to business success. Cultivating empathy Each year, 400 customer service agents at Johns Hopkins Medicine - Patient Access handle more than 4.3 million calls, which usually are from nervous patients facing intimidating medical diagnoses. When scripted customer interactions with call center associates were no longer effective at Ameriprise, the L&D team placed active listening at the heart of its adaptable learning framework.