Walk a Mile in the Customer's Shoes: Providing Empathic Service (MSHR111219)
(11/12/2019-11/12/2019)
Course Memo
We can understand our customers because we are all customers too. When we put ourselves in the customer’s shoes, we make a human connection and help others feel like they matter, a hallmark of great customer service. Empathy is a powerful people skill, and one that can be learned and developed. Participants will learn how to better express empathy, gather ideas to cultivate more empathy, and connect empathy to quality customer service.
Bonnie loves sunshine, movies, the color yellow, and being a redhead. She serves as Manager of Library Communications at her alma mater, Oklahoma State University, where she earned a B.S. in environmental science and a M.S. in mass communications. Bonnie stumbled upon a career in public relations after a life-changing afternoon washing dirt. She has worked in communications for more than a decade, specializing in education, libraries and the arts. Bonnie became accredited in public relations in 2007. Now, she enjoys mentoring students and sharing her skills and experience with others.
(customers, service, empathy, connection, people skills, connect, quality)