State Bank of India: The Role of Empathy in Customer Experience
Empathy, as defined in the Oxford Dictionary, is the ability to understand another person’s feelings, experience, etc. Empathy is increasingly being recognized by organizations across the world as an important component of customer centricity. The better an organization understands its clients’ needs, better will be the delivery of its products and services. And to understand its customers’ needs and expectations, organizations will have to step in their shoes or let us say ‘empathize’ with their customers.
The Role of Empathy in Customer Experience
About this courseSkip About this course
Customer satisfaction is central for the long term survival of any customer oriented business entity. Understanding its target customers, their composition, emotions, requirements, likes and dislikes, are some of the essential enablers for any organization in developing offerings, which will build a brand and ensure its customers’ loyalty. And when we talk of ‘understanding’ we talk of ‘empathy’. So, empathy is defined as the action of understanding, being sensitive and vicariously experiencing the feelings, thoughts and experience of another person. It allows to step in someone else’s shoes and understand the emotions that other is feeling. Empathy can be practised at the organizational level and at individual (delivery point) level. At both levels, it will help to show the customer that they are valued and their concerns matter.
As per a 2020 statistics of US customer service, 89% of the companies compete on the quality of customer service alone and 48% of customers have stopped doing business with a company after poor experience. Hence, the need for providing good customer experience on a sustained basis, cannot be overemphasized. Empathy will help in understanding the customer needs, developing tailor-made products and improving the delivery channels. Thus empathy can play an important role in enhancing customer service and can be effectively used as a powerful tool for overall business development.
The course is designed to provide better understanding of various types of empathy and their application to different situations at work place, to achieve higher levels of customer satisfaction.
At a glance
What you'll learnSkip What you'll learn
The programme learning and take away include the following:
1. Importance of Empathy
2. Types of Empathy
3. Correlation between Empathy and improved Customer Experience
4. Benefits of Empathy
The programme will include a mix of audio-videos and faculty led lectures. The substance of the programme will be a combination of best practices in personal management and real-life examples for effectiveness.
Module 1: Empathy
1.1 Understanding empathy
1.2 Importance of empathy
1.3 Types of empathy
1.4 Empathic communication
Module 2: Empathy at workplace
2.1 Role of empathy at workplace
2.2 Developing empathy
2.3 Downsides of Empathy
2.4 Brand, Bond and Beyond
Module 3: Customer Experience
3.1 “He is not dependent on us”
3.2 Understanding customer experience
3.3 Empathy and customer centricity
Module 4: Empathy and improved customer experience
4.1 Match the emotion and grab the opportunity
4.2 Designing the product
4.2.1 Designing Thinking
4.3 Building Trust
4.4 Customer Delight
Frequently Asked QuestionsSkip Frequently Asked Questions
Q. Who should take this course?
A. The programme targets entire workforce of an organization especially the managers and officials in leadership position. The objective of the course is to help professionals develop better understanding of the customer requirements and effectively use empathy for providing improved overall customer experience.