Empathy builds trust and rapport
Customer relations staff are great at answering client questions accurately and resolving problems in a timely manner, but the client interaction can still end negatively if a client or customer doesn’t feel as though they’ve been truly heard.
Empathy makes customers and clients feel valued, builds rapport and instils strong elements of trust in the interaction. Empathy can be used when interacting with difficult or challenging customers.
Genuine empathy elevates every customer interaction.
Meet your tutor
Paul Russell is an international trainer and speaker with approaching 20 years of experience working with some of the world’s most recognisable international brands and companies.
Paul is co-founder and managing director of Luxury Academy London which specialises in luxury skills development across the world.
Paul was born and spent his formative years in Mumbai India where he was privately educated by a team of three international tutors until 12 years of age. At twelve he was sent to England to complete his education and A-Levels at boarding school
Paul holds a BSc, MSc and Doctorate in Workplace Psychology.
Paul regularly features in the media and has been interviewed by Sky, BBC, ITV, Times of London, Daily Mail, Entrepreneur Magazine, Family Office Magazine and Luxurious Magazine.