EMPATHY – THE KEY TO ELEVATING CUSTOMER SERVICE

Empathy – a familiar yet hard-to-define concept – is the cornerstone of creating memorable customer experiences. As Contact Centers increasingly affirm their role as hubs for connecting and interacting with customers, equipping customer service representatives (CSRs) with knowledge and skills in empathy has never been more essential.

At the end of November, SOI Pro successfully organized a two-day training program titled “Service Quality Mindset and Empathy”, specifically designed for BIDV’s Customer Service Center.

The program not only provided foundational knowledge about empathy but also helped CSRs better understand their roles in fostering customer engagement. Participants were equipped with tools and techniques to enhance their communication effectiveness and handle situations with finesse and professionalism.

Notably, through practical activities, CSRs had the opportunity to experience and immediately apply the lessons to their work, creating smoother and more valuable customer journeys. This marks a significant step forward in enhancing the service quality of BIDV’s Customer Service Center while reaffirming SOI Pro’s commitment to supporting and developing high-quality human resources.

Let’s continue to reach new milestones and create distinctive values with SOI Pro! 💼✨