Empathy Customer Service Ppt


The ability to put yourself in other people's shoes helps in difficult customer-service situations, putting those in customer-facing roles in a better headspace to add value when they arise. In a 2010 Tourism Vancouver Island training and education needs assessment survey, employers and managers indicated that customer service skills were one of the most significant issues (Tourism Vancouver Island, 2010). Finish projects in a timely manner. I used my experiences to develop 5 "Golden Rules" that you can use to build a pipeline of lifelong customers. To embed empathy at the core of your customer service experience, you also need to clear the hurdles and build the systems that give great agents an opportunity to shine. The customer empathy map is an excellent tool to understand your ideal customer's mind. Get ideas for your own presentations. When you show deep empathy toward others, their defensive energy goes down, and positive energy replaces it. Preparing for empathy: Prerequisites for optimal customer service. Ask agents to put themselves in the shoes of the customer when working on a case. Although customer empathy is defined as understanding a customer's needs before, during and after a given interaction with a company, the employer must understand that there are several reasons for the needs and feelings of the customer. Customer service/patient experience consultant Micah Solomon interviews an exception, a unique surgeon, Chirag A. Restructuring your customer service can pose a significant challenge. And there's one component that's key in practicing inclusive customer service. Dealing With Unhappy Customers Once you're aware that your client is unhappy then your first priority is to put yourself into a customer service mindset. Empathy: the final frontier in customer service Hugo Macedo , VP of Marketing All global companies start out as local businesses, but very few of them are able to maintain the personal connection with customers that often characterizes your neighborhood cafe or grocery store. Go too casual at the wrong time, and you may come across as unprofessional or inconsistent with your company's brand. Put empathy at the forefront of your customer service strategy. Simply put, customers buy because of a positive shopping. In face-to-face or phone conversations it is easier for well-trained customer service staff to generate empathy because they have the benefit of using visual cues and tone of voice to make understanding easier. Punctuality "If you're early, you're on time, if you're on time, you're late. Customer Service Basics •What is customer service? -Definition of a customer 5. Empathy Map found in: Empathy Map Ppt PowerPoint Presentation Example File, Empathy Map Ppt PowerPoint Presentation Summary Infographic Template, Empathy Map Ppt PowerPoint Presentation Slides Rules, Empathy Map Ppt PowerPoint. Customer Journey Map template can be shown in different creative ways visually showing your customers experiences and emotions through each touchpoint with the brand. Customer service will emerge as the true heart and soul of the company, the avenue by which companies express their values. Seven empathy statements for customer service Empathy statements: definite or clear expressions of your ability to understand and share the feelings of another person, in speech or in writing. com defines empathy:. True empathy is a very powerful skill. When companies focus on delivering empathy in customer service, even a simple interaction with a rep can become more impactful and memorable. It reflects positively on the brand when customers feel like they are being heard, their concerns are being taken seriously and that the company is doing everything it can to help them. Related Topics: Empathy, Customer service, Marketing strategy, Customer relations, Technology, Newsletter Promo Summaries and excerpts of the latest books, special offers, and more from Harvard Business Review Press. Empathy is not a switch you simply turn on when you need it. 1, 1491780. – Egan 1994 Empathy is the capacity to recognize and, to some extent, share feelings. • Individual Customer Service Style. In customer service training circles, there's a belief that you can't train for empathy. How to Show Empathy to Customers. "Empathy is different from sympathy. 4 Things Customer Service Agents Can Do to Convey Empathy to Customers In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer's place, Sense the Situation From the Customer's Perspective, Discuss. Long before "I feel you" became a popular catchphrase in music and TV shows, some of the world's most successful organizations had recognized the power of empathy in customer service. The "empathy economy" will help define the new reality of human and machine interactions in the customer service industry. • Understanding customers. Many people think that customer service is all about trying to act like you're concerned about the client. Punctuality "If you're early, you're on time, if you're on time, you're late. In this lesson, you'll learn more about the importance of empathy and some techniques for. She starts out by explaining that empathy is the ability to understand and. We are having a renaissance moment in the realm of customer service. Related Topics: Empathy, Customer service, Marketing strategy, Customer relations, Technology, Newsletter Promo Summaries and excerpts of the latest books, special offers, and more from Harvard Business Review Press. Customer empathy - an idea that might have seemed like a lip-service or buzzword in the past, is now proving to be a competitive differentiator. To this end, this paper on tangibles and empathy dimensions (of ServPerf model) and customer satisfaction in the use of ATMs aims at unveiling the relationship between these two service quality. A Customer Empathy Map is an incredible tool that helps organizations to unlock greater power in the customer experience. The future of customer service is one imbued with empathy. Listen actively to discover underlying needs and emotional motivations; Often relegated to customer service and customer success departments, 'active listening' to find out why your customers use your product and what they really want to achieve is very important. Browse our collection of 100% editable different types of Customer Journey Map PowerPoint templates. And there's one component that's key in practicing inclusive customer service. Positive You Problems Energy. This study defines and conceptualizes employee and customer empathy as multidimensional constructs and empirically investigates their impact on customer satisfaction and customer. Empathy might sound like the silver bullet to all your support problems. Sesame Workshop, the educational nonprofit behind Sesame Street, surveyed 2,000 parents and 500 teachers in its latest Kindness Survey. Effective customer service powerpoint Designed by Deanna Senica 1. Whether customers call about a problem or complaint, your job is to make them feel heard, respected and understood. It goes beyond a demographic profile or persona. Many people think that customer service is all about trying to act like you're concerned about the client. Thus, customer service agents must use both diagnostic and enactment skills to perform empathic communication effectively, a coupling that we call empathy work. 15 Empathy Statements And Tips To Help You Improve Customer Service In the contact center, when dealing with customer complaints, problems and issues, empathy can be the determinant point between keeping or losing business. The "empathy economy" will help define the new reality of human and machine interactions in the customer service industry. To embed empathy at the core of your customer service experience, you also need to clear the hurdles and build the systems that give great agents an opportunity to shine. Instructions: Read the following silently and once everyone in your group. As a service professional, you need to see the clear difference between what happened and who it happened to—and work on the former to bring things back to normal. You can develop your customer service by using The RATER Model to assess your team's Reliability, Assurance, Tangibles, Empathy, and Responsiveness. " Sympathy is rarely an ideal response to a customer's problem. With the Empathy Map you will be able to display what your customer is really thinking, feeling, hearing, seeing, saying, and doing. It is, in fact, an absolute must-have skill for any call center star. As such, empathy cannot be conditional based on how sick a person might be; it has to be a universally expressed sentiment regardless of a customer's condition. empathy; 2 patience; 3 sense of humor 4 Power to fix issues #custserv — Marsha Collier (@MarshaCollier) February 19, 2015 A lot of people think customer service is about fixing things and solving problems. Discovering what the customer actually wants. In other words, the empathy required by a customer-facing employee is a fixed personality trait. No matter how customer service is given to consumers, soft skills are essential for a successful customer service interaction. The infographic offers 12 positive phrases and empathy statements to use for improving every service interaction. Most brands optimize rational factors that affect customer behavior such as price points and. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. Thus, customer service agents must use both diagnostic and enactment skills to perform empathic communication effectively, a coupling that we call empathy work. For example, you could say, "I understand why you're upset. These positive experience breed positive feelings—and those feeling breed loyal customers and brand advocates who help sustain your company's bottom line. But empathy is one of those words that's a lot easier to say then it is to practice. A team that adopts a customer-focused mindset will more likely develop a culture of creativity, positivity and continuous learning. Become aware of what a great customer experience feels like and use that insight to identify what it takes to create that experience. Customer Service Training: Professionalism. Why 'Customer Empathy'? Well, not only does it seem to naturally evoke the general idea of personal service, but it's also true that it does require a certain level of empathy to actually achieve it, i. Resolved problems can make customer more loyal and if satisfies he would stay loyal to the company for average 10 years. txt) or view presentation slides online. Most essential qualities for a customer service rep–> 1. "The worse the customer's problem the more empathy you need to show. Empathy plays an import. Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn't feel positive. In this lesson, you'll learn more about the importance of empathy and some techniques for. This template contains four slides to demonstrate the theory of "putting yourself in someone's shoe". Demonstrating empathy will show customers that you care and will improve their overall impression of your company, even if they’ve recently had a negative experience. To this end, this paper on tangibles and empathy dimensions (of ServPerf model) and customer satisfaction in the use of ATMs aims at unveiling the relationship between these two service quality. Empathy Building Exercises for Product Managers and their Teams. Customer service directors know this well. Customer Service • Internal Customers and External Customers. It goes beyond a demographic profile or persona. Acknowledging customer concerns shows empathy and understanding, and is essential to great communication and great service. 4 Things Customer Service Agents Can Do to Convey Empathy to Customers In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer's place, Sense the Situation From the Customer's Perspective, Discuss. It can be used by itself or be used in conjunction with other cx tools including customer journey maps, customer personas, service blueprints, motivation matrix, mind maps and more. empathy; 2 patience; 3 sense of humor 4 Power to fix issues #custserv — Marsha Collier (@MarshaCollier) February 19, 2015 A lot of people think customer service is about fixing things and solving problems. Ten Best Practice Customer Service Techniques; Powerpoint Training Games Powerpoint Training Games. – Egan 1994 Empathy is the capacity to recognize and, to some extent, share feelings. LUSH Content Type: Video. It is clear that agents must demonstrate empathy with customers to ensure customer satisfaction, but the reality is that agents often do not. Empathy is a word that's easily tossed around in customer service. customer service? Activity 2 Part 1: A lesson learned from an unsatisfactory experience 1. The following is guest post from Sawaram Suthar. Only with tangible rewards. The more you interact and become comfortable with your team, the easier it becomes to show them compassion. empathy; 2 patience; 3 sense of humor 4 Power to fix issues #custserv. Learn new and interesting things. customer services. Dealing With Unhappy Customers Once you're aware that your client is unhappy then your first priority is to put yourself into a customer service mindset. View Customer Service PPTs online, safely and virus-free! Many are downloadable. It's not just sales that benefit from emotionally intelligent employees. For example, you could say, "I understand why you're upset. Empathy is, at its simplest, awareness of the feelings and emotions of other people. An effective and fun course for your sales or customer service team? Empathy Styles will get their attention - it's new and different, and it works! Whether they're in b2b or b2c sales, on the phone, inbound or outbound, on a service desk or working with a client as a consultant, Empathy Styles will help them understand their own temperament. For instance, this editable set can be used by counselors, trainers, educators, managers, marketing gurus, product experts, data analysts, customer executives, and all kinds of related professionals. This template contains four slides to demonstrate the theory of "putting yourself in someone's shoe". Many years ago, I participated in a training for a call center Customer Service Representative (CSR) position. When companies focus on delivering empathy in customer service, even a simple interaction with a rep can become more impactful and memorable. Customer service will emerge as the true heart and soul of the company, the avenue by which companies express their values. More than ever, businesses have become focused on forging strong, meaningful relationships with their customers. Kendra Cherry, MS, is an author, educational consultant, and speaker focused on helping students learn about psychology. customer services. Empathy is something that needs to be developed, nurtured, and practiced. Empathy isn't always easy, and it's pretty hard to fake. This week on our Friends on Friday guest blog post, my colleague Mike Daugherty writes about the importance of empathy in customer service. Following best practices, without really understanding the core of empathy and customer focus, unfortunately often leads to a false front. Learning from … Measuring Customer Service Quality with the RATER Framework Read More. Effect of employee empathy on customer satisfaction and loyalty during employee-customer interactions: The mediating role of customer affective commitment and perceived service quality. Empathy involves the ability to emotionally understand what another person. empathy statement examples for customer service 39 inspirational acknowledgement statements for call center agents empathy statement examples for customer service empathy statement examples for customer service 8 templates operations management archive january 31 2018 chegg empathy empathy statement examples for customer service empathy statement examples for customer service empathy statement. This is priceless! Superior customer service leads to sales. It means taking into account the fact that most of us have also had at least one bad experience in customer service. Empathy in customer service is the ability to not only see, but understand the situation from your customer's point of view and truly appreciate their feelings. In a 2010 Tourism Vancouver Island training and education needs assessment survey, employers and managers indicated that customer service skills were one of the most significant issues (Tourism Vancouver Island, 2010). Customers often experience negative emotions. Empathy Ppt - authorSTREAM Presentation. This template contains four slides to demonstrate the theory of "putting yourself in someone's shoe". 5 KB, 2703 views) Monique 2nd October 2010 From Jamaica, Kingston. Customer service involves much more than answering questions over the phone. In face-to-face or phone conversations it is easier for well-trained customer service staff to generate empathy because they have the benefit of using visual cues and tone of voice to make understanding easier. This concern is not exclusive to corporations and business organizations. Believe it or not, customers are not expecting customer service professionals to resolve their issues 100% of the time. Acknowledging customer concerns shows empathy and understanding, and is essential to great communication and great service. When companies focus on delivering empathy in customer service, even a simple interaction with a rep can become more impactful and memorable. Empathy is a core skill in customer service. A professionally-run transit service,. If business relationships are about people, then customer service is about empathy. In this training, supervisors role played various scenarios using real-life examples from calls that had come in to the center, illustrating the powerful concept of using empathy versus sympathy in customer encounters. Many people think that customer service is all about trying to act like you're concerned about the client. In the call center context, empathy can manifest in a variety of ways. Customer Service Basics •What is customer service? -Definition of a customer 5. The empathy map is a powerful tool to analyze needs and wants of customers and product users. A company cannot be successful with a culture of apathy. Product and the experience are now equal considerations in the customer's mind. On the other hand, they do expect empathy from service agents every single time they contact your company’s support. Ppt - customer service training program for your organisation (Archive) Training ppts on team building, customer service and stress management (Archive) A mind map for customer service training - a good way to help participants recall the training concepts. As in all our empathy exercises. For them, empathy comes easily. customer services. Many years ago, I participated in a training for a call center Customer Service Representative (CSR) position. For example, you could say, "I understand why you're upset. Thus, customer service agents must use both diagnostic and enactment skills to perform empathic communication effectively, a coupling that we call empathywork. Therefore, if you want repeat customers due to brand affinity, make empathy an important part of customer communication and experience. With a newfound clarity, teams are able to focus, certain that what they are doing matters to their customers. It is clear that agents must demonstrate empathy with customers to ensure customer satisfaction, but the reality is that agents often do not. The customer service PowerPoint template is created to discuss the modern strategies of customer service management. • Understanding customers. And, make sure that your body language also communicates this understanding and empathy. Empathy in Customer Service. Positive You Problems Energy. Customer service representatives should utilize their empathetic skills to understand exactly what upsets customers when they call their customer service center and use that knowledge to their advantage. In a 2010 Tourism Vancouver Island training and education needs assessment survey, employers and managers indicated that customer service skills were one of the most significant issues (Tourism Vancouver Island, 2010). But being a people person isn't a skill — it's a trait — so it's not really actionable advice. Customers often experience negative emotions. And there’s one component that’s key in practicing inclusive customer service. This concern is not exclusive to corporations and business organizations. When you are being empathetic to your customers, you're putting yourself in their shoes (figuratively. Games and activities are being used to help staff understand the importance of empathy when dealing with guests. 8 Clever Examples of Empathetic Content Marketing in Action 1. It may look like a carefully chosen call queue song or an agent consciously addressing a caller by name. The infographic offers 12 positive phrases and empathy statements to use for improving every service interaction. Therefore, the model of empathy map is designed…. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. Discovering what the customer actually wants. The Empathy Map is a visual and handy UX tool that helps you synthesize data in order to obtain a deeper understanding of your user’s needs. excellent customer service through human interaction • All customers are greeted politely and courteously. To embed empathy at the core of your customer service experience, you also need to clear the hurdles and build the systems that give great agents an opportunity to shine. It explains that there are several different elements that make up empathy. empathy; 2 patience; 3 sense of humor 4 Power to fix issues #custserv — Marsha Collier (@MarshaCollier) February 19, 2015 A lot of people think customer service is about fixing things and solving problems. Acknowledging customer concerns shows empathy and understanding, and is essential to great. Focus groups, customer visits, comment cards or customer on-sites are also great ways to see through the eyes of a customer. Show: Recommended. But research suggests empathy isn't the skill you're looking for. Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn't feel positive. An effective and fun course for your sales or customer service team? Empathy Styles will get their attention - it's new and different, and it works! Whether they're in b2b or b2c sales, on the phone, inbound or outbound, on a service desk or working with a client as a consultant, Empathy Styles will help them understand their own temperament. This paper delves into today's main customer service. However, if your customer service staff lacks this quality, it can be developed as you mention in your article but in my experience, it takes time and patience. Become aware of what a great customer experience feels like and use that insight to identify what it takes to create that experience. Empathy mapping is a way to characterise your target users in order to make effective design decisions. Learn new and interesting things. How to Show Empathy to Customers. Related Topics: Empathy, Customer service, Marketing strategy, Customer relations, Technology, Newsletter Promo Summaries and excerpts of the latest books, special offers, and more from Harvard Business Review Press. In terms of customer service, empathy improves individual call quality as well as overall customer experience. It goes beyond a demographic profile or persona. This can be your customer or someone that uses your product, service or website. In response to this issue, the HR, customer service, and UX teams have developed some additions to an already comprehensive program to help new hires understand Shopify from the perspective of the user. View Customer Service PPTs online, safely and virus-free! Many are downloadable. TIP: When a service provider wallows in a customer’s misfortune, there are two victims instead of one. We’ve talked about this trend before. Empathy Map found in: Empathy Map Ppt PowerPoint Presentation Example File, Empathy Map Ppt PowerPoint Presentation Summary Infographic Template, Empathy Map Ppt PowerPoint Presentation Slides Rules, Empathy Map Ppt PowerPoint. Empathy is a core skill of emotional intelligence and can be particularly valuable in a sales or customer service interaction. This study defines and conceptualizes employee and customer empathy as multidimensional constructs and empirically investigates their impact on customer satisfaction and customer. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast. Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. We've talked about this trend before. Customer service/patient experience consultant Micah Solomon interviews an exception, a unique surgeon, Chirag A. Ask agents to put themselves in the shoes of the customer when working on a case. And, make sure that your body language also communicates this understanding and empathy. In face-to-face or phone conversations it is easier for well-trained customer service staff to generate empathy because they have the benefit of using visual cues and tone of voice to make understanding easier. refers to the actions taken by a firm in response to service failure. Empathy in Customer Service. EMPATHY IN CUSTOMER SERVICE. The general meaning of empathy is the ability to understand or share the feelings of another. Empathy in a call center can not only improve a call but also improve a customer's overall experience. Customer service representatives should utilize their empathetic skills to understand exactly what upsets customers when they call their customer service center and use that knowledge to their advantage. EstablishedHistory. Customer service directors know this well. Slide 7: Your younger sibling comes to you and says: “I just saw a peacock in the park. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast. What is empathy? Empathy is the ability to understand and share the feelings of another. Empathy interviews are the cornerstone of Design Thinking. Beyond it feeling good for your customer and boosting key company metrics, using kindness and empathy in customer service feel good for your team, too. • Create an atmosphere of friendliness throughout each customer interaction. customer service? Activity 2 Part 1: A lesson learned from an unsatisfactory experience 1. Focus groups, customer visits, comment cards or customer on-sites are also great ways to see through the eyes of a customer. "The worse the customer's problem the more empathy you need to show. Customer service is about how a company deals with its consumers before, during and after a purchase of a product or use of a service. Cogent Business & Management: Vol. Empathy: the final frontier in customer service Hugo Macedo , VP of Marketing All global companies start out as local businesses, but very few of them are able to maintain the personal connection with customers that often characterizes your neighborhood cafe or grocery store. Ppt - customer service training program for your organisation (Archive) Training ppts on team building, customer service and stress management (Archive) A mind map for customer service training - a good way to help participants recall the training concepts. In just 10 minutes, an empathetic salesperson turned me into a loyal customer. Happy & Well Recommended for you. Following best practices, without really understanding the core of empathy and customer focus, unfortunately often leads to a false front. How to Deal with an Angry Customer or End-User: Customer Service Training 101 - Duration: 1:57. This template contains four slides to demonstrate the theory of “putting yourself in someone’s shoe”. Make sure to use a casual tone in the right customer service context. The following is guest post from Sawaram Suthar. This week on our Friends on Friday guest blog post, my colleague Mike Daugherty writes about the importance of empathy in customer service. Customer Service • Good Customer Service = Lasting relationships • Average Customer Service = Steady relationships that could be lost • Poor Customer Service = Lost business 7. pdf), Text File (. Customer Service Basics Providing genuine service that ANTICIPATES –Show empathy –Let the customer know what you CAN do (offer an alternative solution) 40. Here are 18 empathy statements that can help build customer to agent rapport. , MPH, a gynecological oncologist who combines empathy with clinical skills. Empathy Map found in: Empathy Map Ppt PowerPoint Presentation Example File, Empathy Map Ppt PowerPoint Presentation Summary Infographic Template, Empathy Map Ppt PowerPoint Presentation Slides Rules, Empathy Map Ppt PowerPoint. User journey mapping is a way to deconstruct a user's experience with a product or service. The real goal of customer service is to provide a positive experience that people associate with your. Ultimately, empathy boils down to treating your customer with respect and working to understand their point of view. At the end of the day, every company is selling solutions to problems, and part of that requires a deep understanding of the challenges that sit before each customer. Customer Service. A team that adopts a customer-focused mindset will more likely develop a culture of creativity, positivity and continuous learning. Empathy is the experience of understanding another person's thoughts, feelings, and point of view. To embed empathy at the core of your customer service experience, you also need to clear the hurdles and build the systems that give great agents an opportunity to shine. In a 2010 Tourism Vancouver Island training and education needs assessment survey, employers and managers indicated that customer service skills were one of the most significant issues (Tourism Vancouver Island, 2010). In lists of customer service skills, things like "being a people person" often take the spotlight. Empathy is a skill employees can use to foster rapport, delight customers, and even diffuse anger. The Empathy Map is a visual and handy UX tool that helps you synthesize data in order to obtain a deeper understanding of your user's needs. The struggle of my life created empathy - I could relate to pain, being abandoned, having people not love me. Product and the experience are now equal considerations in the customer's mind. There are three aspects to this: One is cognitive empathy, that is, understanding where the customer is coming from, what their needs are. The following is guest post from Sawaram Suthar. Genesys conducted a survey a couple years back that focused on what matters most to customers when interacting with companies. The importance of empathy in customer service. Many years ago, I participated in a training for a call center Customer Service Representative (CSR) position. Sympathy Empathy: the feeling that you understand and share another person's experiences and emotions : the ability to share someone else's feelings. Whether customers call about a problem or complaint, your job is to make them feel heard, respected and understood. Paul Bloom, Professor of psychology and cognitive science at Yale University, makes a case against empathy in his latest book. Listen actively to discover underlying needs and emotional motivations; Often relegated to customer service and customer success departments, 'active listening' to find out why your customers use your product and what they really want to achieve is very important. The reasons for the lack of empathy could be the treatment of customer service representatives, the. Sawaram is head of marketing at Acquire, and also a founder of Jagat Media. How to Show Empathy to a Customer. Why Customer Empathy Is Critical to Business Success Written by Emma Snyder When I first told friends and family I had been given the opportunity to create a role entitled Customer Empathy Specialist, they joked that I would be leading drum circles and trust falls at work. For email communication, this is golden information, especially when the customer service you provide involves problem-solving. It is great for understanding audiences, including users, customers, and other players in any business ecosystem. • Create an atmosphere of friendliness throughout each customer interaction. Adopting a customer service mindset and culture of empathy across an entire business often requires a rewiring of goals and enhanced communication of values. Empathy Building Exercises for Product Managers and their Teams. These are the 4 keys to acting with empathy: 1. We've talked about this trend before. Therefore, the model of empathy map is designed…. Use this Customer Empathy Worksheet to deepen your connection to the thoughts and feelings of your target customers. Hemalatha Sekar — April 29, And by 'bad customer service', we mean customer experiences that occur from a lack of empathy shown by the agent. Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. Dealing With Unhappy Customers Once you're aware that your client is unhappy then your first priority is to put yourself into a customer service mindset. This study defines and conceptualizes employee and customer empathy as multidimensional constructs and empirically investigates their impact on customer satisfaction and customer. There are three aspects to this: One is cognitive empathy, that is, understanding where the customer is coming from, what their needs are. Building that connection, creating the customer experience, it may all be based on our ability to demonstrate empathy. Customer Service: Communication, Listening and Empathy (Modules 8-12) Learning Modules Overview (Modules 8-12) In these learning modules you will be reading articles and watching videos focused on expanding customer service skills in the areas of communication, listening, and empathy. The animated customer service ppt template can be used as your opening slide for discussing various strategies and methodologies to improve customer satisfaction as a key objective of your sales management strategies. Plus, unlike personas, empathy maps give you a peek into your customers' heads with its inwards approach. 40%, or more than double the responses that the second place answer received, said "better human service ". However, if your customer service staff lacks this quality, it can be developed as you mention in your article but in my experience, it takes time and patience. To this end, this paper on tangibles and empathy dimensions (of ServPerf model) and customer satisfaction in the use of ATMs aims at unveiling the relationship between these two service quality. Training Package on Customer Service Delivery in the Banking Industry Training PowerPoint (By Professional Writer CDTI Ltd) 2 Training Package The Five Dimensions of Service Excellence - Empathy. empathy statement examples for customer service 39 inspirational acknowledgement statements for call center agents empathy statement examples for customer service empathy statement examples for customer service 8 templates operations management archive january 31 2018 chegg empathy empathy statement examples for customer service empathy statement examples for customer service empathy statement. We are having a renaissance moment in the realm of customer service. View Customer Service PPTs online, safely and virus-free! Many are downloadable. Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. Customer Service • Internal Customers and External Customers. According to a study from the Journal of Business and Technical Communication, empathic communication allows agents to overcome organizational, service, and efficiency conflicts built into the agent-customer relationship. ) The map targets customer emotions and considers customer experiences within four buckets: what they think and feel; see; say and do; and hear. But what does this have to do with customer service? More than you may think. Quiz Show Pro Game Empathy Vs Sympathy • Sympathy involves identifying with, and even taking on, another person's emotions. Empathy is a core skill in customer service. She starts out by explaining that empathy is the ability to understand and. It is something natural that comes easily to certain people of your customer service staff. Successful companies invest in promoting empathy because truly meaningful customer experiences spring from empathy. Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn't feel positive. When your staff delivers empathy in customer service, customers will feel special and cared for. customer services. Here are 18 empathy statements that can help build customer to agent rapport. Dr Wendy Mogel 'Smart empathy: raising resilient children and teenagers' at Young Minds 2013 - Duration: 28:50. And there's one component that's key in practicing inclusive customer service. Empathy doesn't happen in a vacuum. That’s not the whole story. Everyone working in customer service knows that words are incredibly powerful, and some of them can truly either make or break customer service experiences. To embed empathy at the core of your customer service experience, you also need to clear the hurdles and build the systems that give great agents an opportunity to shine. Empathy: the final frontier in customer service Hugo Macedo , VP of Marketing All global companies start out as local businesses, but very few of them are able to maintain the personal connection with customers that often characterizes your neighborhood cafe or grocery store. Empathy is a core skill of emotional intelligence and can be particularly valuable in a sales or customer service interaction. Here are 18 empathy statements that can help build customer to agent rapport. A Customer Empathy Map is a tool used when collecting data about customers to better understand your target customer base. It explains that there are several different elements that make up empathy. We talk about whether you can train for empathy and how to use it to deal with difficult customers. PowerPoint Project R Instructor Myra Golden shares three keys to empathy in customer service and reveals how to use empathy to put customers at ease and reduce callbacks. It's also a standard job requirement for any professional in a support role. True empathy is a very powerful skill. Product and the experience are now equal considerations in the customer's mind. But research suggests empathy isn't the skill you're looking for. To this end, this paper on tangibles and empathy dimensions (of ServPerf model) and customer satisfaction in the use of ATMs aims at unveiling the relationship between these two service quality. It is, in fact, an absolute must-have skill for any call center star. Games and activities are being used to help staff understand the importance of empathy when dealing with guests. When your staff delivers empathy in customer service, customers will feel special and cared for. Empathy involves listening to others, understanding them, and communicating this understanding to them. For both sales and customer service alike, a true focus on developing empathy will secure and perpetuate business. In other words, the empathy required by a customer-facing employee is a fixed personality trait. Focus groups, customer visits, comment cards or customer on-sites are also great ways to see through the eyes of a customer. Plus, unlike personas, empathy maps give you a peek into your customers' heads with its inwards approach. They'll give your presentations a professional, memorable appearance - the kind of sophisticated look that today's audiences expect. With the tagline, "Fresh, handmade cosmetics," LUSH is a beauty brand that is all about natural products. "—Arianna Huffington Michael Ventura, entrepreneur and CEO of award-winning strategy and design practice Sub Rosa, shares how empathy—the ability to see the world through someone else's eyes. Customers often experience negative emotions. Empathy mapping does exactly what its name promises - helps you build up empathy and it offers a very clear and comprehensive layout. Empathy too starts from the inside out - listen to your employees, treat their issues with. Beyond it feeling good for your customer and boosting key company metrics, using kindness and empathy in customer service feel good for your team, too. Empathy as the word suggest is one of the most critical competency that an individual is blessed with. For them, empathy comes easily. customer services. Sort by: Customer Retention Techniques to Build Customer Loyalty - eCommerce business is for the customers and the success can be measurable through the customer satisfaction and retention. The last few weeks has impacted us all in different ways. Put yourself in their shoes with this Empathy Map Canvas for PowerPoint. One way to show respect for others is to show respect for their time. More care and attention, therefore, has to be paid with live chat to ensure that the written tone of voice achieves the required level of empathy to create happy. Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. Empathy is the ability to “walk a mile in someone else’s shoes”. (click event link to. excellent customer service through human interaction • All customers are greeted politely and courteously. A Customer Empathy Map is an incredible tool that helps organizations to unlock greater power in the customer experience. In the field of customer service, practicing empathy is vital to the success of our business and the image generated by our brand to the general public. The importance of empathy in customer service. Punctuality "If you're early, you're on time, if you're on time, you're late. Empathy refers to the ability of one human to identify, understand and share the feelings of another. It can serve as a great reminder of the importance of empathy in customer service. Related Topics: Empathy, Customer service, Marketing strategy, Customer relations, Technology, Newsletter Promo Summaries and excerpts of the latest books, special offers, and more from Harvard Business Review Press. Ppt - customer. Home Decorating Style 2020 for Empathy Map Template Ppt, you can see Empathy Map Template Ppt and more pictures for Home Interior Designing 2020 47026 at Resume Designs. Empathy is about understanding. Acknowledging customer concerns shows empathy and understanding, and is essential to great. 15 Empathy Statements And Tips To Help You Improve Customer Service In the contact center, when dealing with customer complaints, problems and issues, empathy can be the determinant point between keeping or losing business. Before co-founding Ora Organic in 2014, I worked on a $1 billion-plus software transformation. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. Find PowerPoint Presentations and Slides using the power of XPowerPoint. Empathy is the key to quick customer connection. txt) or view presentation slides online. Having empathy in your customer service conversations would lead to happier and loyal customers. Customer Service Empathy Explained Empathy is the experience of understanding another person’s condition from their perspective. In this training, supervisors role played various scenarios using real-life examples from calls that had come in to the center, illustrating the powerful concept of using empathy versus sympathy in customer encounters. A team that adopts a customer-focused mindset will more likely develop a culture of creativity, positivity and continuous learning. Empathy too starts from the inside out - listen to your employees, treat their issues with. While there's plenty of overlap in the customer service skills required to do a great job, each customer service channel benefits from a unique approach to these skills. Is your customer frustrated, upset, confused, happy?. Instead of finding people who possess all of these skills, it's easier to hire talented people with a good basis and train them towards perfection. Make sure to use a casual tone in the right customer service context. Believe it or not, customers are not expecting customer service professionals to resolve their issues 100% of the time. Empathy Map found in: Empathy Map Ppt PowerPoint Presentation Example File, Empathy Map Ppt PowerPoint Presentation Summary Infographic Template, Empathy Map Ppt PowerPoint Presentation Slides Rules, Empathy Map Ppt PowerPoint. At a bare minimum, most customers who reach out to a company with a problem expect sympathy -- an expression of compassion for their predicaments and hardships. Sympathy Empathy: the feeling that you understand and share another person's experiences and emotions : the ability to share someone else's feelings. In customer service, empathy means that you are able to connect with and affirm a customer's feelings, even if you are unable to resolve the problem. Customer Service Template for PowerPoint Presentation. A takeoff on the sharing economy, the empathy economy will grow due. Our page on empathy defines empathy as 'feeling with' someone - being able to put yourself in their place as if you were them, and feeling those feelings. Business Model - The Empathy Map Designed for: Designed by: Customer Perspective: What does she THINK and FEEL? what really counts major preoccupations worries & aspirations What does she SEE? environment friends what the markets offers What does she HEAR? what friends say what boss says what influences say What does she SAY and DO? attitude in. TIP: When a service provider wallows in a customer’s misfortune, there are two victims instead of one. Ask agents to put themselves in the shoes of the customer when working on a case. They aren't simply nice to have; they're essential. By empowering your team with techniques to encourage positive interactions, you raise the overall quality of your customer service. Empathy involves the ability to emotionally understand what another person. When you show deep empathy toward others, their defensive energy goes down, and positive energy replaces it. Empathy is not a switch you simply turn on when you need it. Dr Wendy Mogel 'Smart empathy: raising resilient children and teenagers' at Young Minds 2013 - Duration: 28:50. The Power of Empathy in Customer Service Posted on May 19, 2015 The following post is a guest blog written by Errol Greene, Solutions Development Manager for Clear Harbor, LLC. Annie is teaching her new customer service representatives about empathy in the workplace. A sympathetic response could be: "I'm also unhappy with the way that product works. Go too casual at the wrong time, and you may come across as unprofessional or inconsistent with your company's brand. The ability to see things from your customers' point of view may be one of the most essential customer service skills. Program Objectives. About the Author Adam Toporek By Adam Toporek. We’ve talked about this trend before. Today's customer service involves more than a conversation face-to-face or on the phone. The survey's results showed an increasing concern from parents and educators over the lack of empathy. He has an MBA from the University of Pune. Put empathy at the forefront of your customer service strategy. A takeoff on the sharing economy, the empathy economy will grow due. This template contains four slides to demonstrate the theory of “putting yourself in someone’s shoe”. She starts out by explaining that empathy is the ability to understand and. Customer service representatives should utilize their empathetic skills to understand exactly what upsets customers when they call their customer service center and use that knowledge to their advantage. 4 Things Customer Service Agents Can Do to Convey Empathy to Customers In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer's place, Sense the Situation From the Customer's Perspective, Discuss. Service recovery. "Empathy is different from sympathy. Ultimately, empathy boils down to treating your customer with respect and working to understand their point of view. In a customer support interaction, it's not always easy to convey empathy or understanding of a customer's situation. Empathy is something that needs to be developed, nurtured, and practiced. Empathy is when you can put yourself in someone else’s shoes, trying to understand their opinions and emotions. Being professional means to be punctual. - Egan 1994 Empathy is the capacity to recognize and, to some extent, share feelings. The empathy map is a powerful tool to analyze needs and wants of customers and product users. Empathy doesn't happen in a vacuum. A conversation last week with a couple of senior industry professionals turned to the importance of empathy in being able to provide a great service to customers - and yet sadly how often it is a missing quality. World's Best PowerPoint Templates - CrystalGraphics offers more PowerPoint templates than anyone else in the world, with over 4 million to choose from. As discussed and mentioned in previous expositions, happy and well taken care of employees are more willing partners in serving customers well. Successful customer service representatives will portray empathy and will make the owner feel comfortable placing their. Sympathy Empathy: the feeling that you understand and share another person's experiences and emotions : the ability to share someone else's feelings. Instead of finding people who possess all of these skills, it's easier to hire talented people with a good basis and train them towards perfection. Winner of the Standing Ovation Award for "Best PowerPoint Templates" from Presentations Magazine. Learn new and interesting things. This paper delves into today's main customer service. User journey mapping is a way to deconstruct a user's experience with a product or service. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. "Empathy is different from sympathy. Therefore, the model of empathy map is designed…. The foundation of this process is listening and communication. Providing empathy in customer service means. Finish projects in a timely manner. 4 Things Customer Service Agents Can Do to Convey Empathy to Customers In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer's place, Sense the Situation From the Customer's Perspective, Discuss. In this training, supervisors role played various scenarios using real-life examples from calls that had come in to the center, illustrating the powerful concept of using empathy versus sympathy in customer encounters. Many people think that customer service is all about trying to act like you're concerned about the client. Customer Service Training - Free download as Powerpoint Presentation (. It goes beyond a demographic profile or persona. This template contains four slides to demonstrate the theory of “putting yourself in someone’s shoe”. Focus groups, customer visits, comment cards or customer on-sites are also great ways to see through the eyes of a customer. Ppt - customer. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. The Empathy Map Canvas PowerPoint Template is a presentation tool to graphically display a model. Building that connection, creating the customer experience, it may all be based on our ability to demonstrate empathy. Before co-founding Ora Organic in 2014, I worked on a $1 billion-plus software transformation. Hemalatha Sekar — April 29, And by ‘bad customer service’, we mean customer experiences that occur from a lack of empathy shown by the agent. EMPATHY IN CUSTOMER SERVICE. Think about a situation when you were provided with unsatisfactory customer service. Customer Service Basics •What is customer service? -Definition of a customer 5. Only with tangible rewards. Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. Many years ago, I participated in a training for a call center Customer Service Representative (CSR) position. EstablishedHistory. Focus groups, customer visits, comment cards or customer on-sites are also great ways to see through the eyes of a customer. In the field of customer service, practicing empathy is vital to the success of our business and the image generated by our brand to the general public. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. Empathy is a skill employees can use to foster rapport, delight customers, and even diffuse anger. LUSH Content Type: Video. At the end of the day, every company is selling solutions to problems, and part of that requires a deep understanding of the challenges that sit before each customer. • Individual Customer Service Style. com defines empathy:. In today's often impersonal world, empathy has become a competitive advantage. This course is designed for people who must communicate empathy as part of their jobs, regardless of their personal feelings about others, the number of times they have heard the "same story," or the experiences they have previously had. Recognize your customer's emotions. Customer Journey Map template can be shown in different creative ways visually showing your customers experiences and emotions through each touchpoint with the brand. A Short Presentation on Customer Service Training. But what does this have to do with customer service? More than you may think. Practice empathy. The Empathy Map is a visual and handy UX tool that helps you synthesize data in order to obtain a deeper understanding of your user’s needs. This means empathy can be applied in all marketing, sales, and customer service interactions, both online and off. But research suggests empathy isn't the skill you're looking for. Empathy is a character trait that many aspire to obtain and is frequently lauded as a quintessential characteristic of emotional intelligence. Use our creative. " • Empathy means acknowledging. That’s not the whole story. Restructuring your customer service can pose a significant challenge. Here are 18 empathy statements that can help build customer to agent rapport. Beyond it feeling good for your customer and boosting key company metrics, using kindness and empathy in customer service feel good for your team, too. One of the key factors for a successful team is the presence of empathy. Being professional means to be punctual. Empathy is a core skill of emotional intelligence and can be particularly valuable in a sales or customer service interaction. Effective Customer Service 2. Believe it or not, customers are not expecting customer service professionals to resolve their issues 100% of the time. About two dozen sales and service agents, managers, and execs participated — alternately laughing or complaining, shouting with impatience or cheering in victory. Home Decorating Style 2020 for Empathy Map Template Ppt, you can see Empathy Map Template Ppt and more pictures for Home Interior Designing 2020 47026 at Resume Designs. When you are being empathetic to your customers, you're putting yourself in their shoes (figuratively. Punctuality "If you're early, you're on time, if you're on time, you're late. But the work doesn't end at signing candidates with the right traits. Customer Journey Map template can be shown in different creative ways visually showing your customers experiences and emotions through each touchpoint with the brand. Customer Service Empathy Explained Empathy is the experience of understanding another person’s condition from their perspective. It goes beyond a demographic profile or persona. LUSH Content Type: Video. Empathy is the ability to "walk a mile in someone else's shoes" — while sympathy is feeling the same feelings as the customer and agreeing with them. Customer service people may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn't feel positive. If you'd like an excellent training activity that helps employees convey empathy, print off this exercise and facilitate a short discussion with your team. Empathy is the ability of customer reps to put themselves in the customer's shoes. The real goal of customer service is to provide a positive experience that people associate with your. By entering and understanding another person's thoughts, feelings, and motivations, we can understand the choices that person makes, we can understand their behavioral traits, and we are able identify their needs. • Understanding customers. Customer service/patient experience consultant Micah Solomon interviews an exception, a unique surgeon, Chirag A. Instead of finding people who possess all of these skills, it's easier to hire talented people with a good basis and train them towards perfection. Nykki and Alana gave us interesting thoughts towards importance of empathy in customer care. Make sure to use a casual tone in the right customer service context. As a service professional, you need to see the clear difference between what happened and who it happened to—and work on the former to bring things back to normal. Let empathy be your guide:. - Egan 1994 Empathy is the capacity to recognize and, to some extent, share feelings. Teams benefit, too. - Shep Hyken Continue reading →. Empathy is the ability to "walk a mile in someone else's shoes" — while sympathy is feeling the same feelings as the customer and agreeing with them. Empathy is a core skill of emotional intelligence and can be particularly valuable in a sales or customer service interaction. Practicing empathy in interactions with clients elevates your customer service and helps ensure customers have a positive experience with your company. Successfully building a rapport with customers over the phone is very important to providing a good service or increasing sales. Teach them these simple steps to navigate through a customer service issue. Acknowledging customer concerns shows empathy and understanding, and is essential to great. excellent customer service through human interaction • All customers are greeted politely and courteously. Empathy Ppt - authorSTREAM Presentation. A digital marketing consultant, he has experience in branding, promotions and page optimization, along with research and strategy. Empathy involves listening to others, understanding them, and communicating this understanding to them. Customer Service Training - Free download as Powerpoint Presentation (. This course is designed for people who must communicate empathy as part of their jobs, regardless of their personal feelings about others, the number of times they have heard the "same story," or the experiences they have previously had. It goes beyond a demographic profile or persona. Customer service directors know this well. Empathy and compassion are key to connecting with and relating to your customers. One of the key factors for a successful team is the presence of empathy. Empathy in Customer Service. For example, you could say, "I understand why you're upset. A digital marketing consultant, he has experience in branding, promotions and page optimization, along with research and strategy. Therefore, the model of empathy map is designed…. If you want to educate your audience about the concept, then download this Empathy Map Canvas PowerPoint presentation, and use it the way you like. Customer service will emerge as the true heart and soul of the company, the avenue by which companies express their values. The empathy map is a powerful tool to analyze needs and wants of customers and product users. In customer service training circles, there's a belief that you can't train for empathy. In other words, the empathy required by a customer-facing employee is a fixed personality trait. Now more than ever, it's crucial we understand what challenges our customers are going through and develop ways we can help. In fact, doing nice things for others boosts your serotonin , the neurotransmitter that helps create those feelings of satisfaction and well-being. 4 Things Customer Service Agents Can Do to Convey Empathy to Customers In this article I show you what empathy is using an experience with my teenage daughter, and then I deliver 4 tactical ideas you can apply right now to express empathy: Put yourself in your customer’s place, Sense the Situation From the Customer’s Perspective, Discuss. I'm giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. Most brands optimize rational factors that affect customer behavior such as price points and. Westfield Customer Care Center PPT. Difficult Customers & Situations Module 5 Learning Objectives Identify methods for diffusing customer anger or hostility Develop strategies for handling difficult customers Identify situation that tend to be difficult and develop strategies to diffuse them Difficult Customer Situations Listen Empathize Difficult Customer Situations Respond professionally Recognize underlying factors Difficult. Empathy is a core skill in customer service. This can be your customer or someone that uses your product, service or website. An empathy map is a tool to understand the customer experience and get clarity into the hearts and minds of your customers. Empathy is the ability of customer reps to put themselves in the customer's shoes. Effective customer journey mapping can only happen when you truly empathize with your customers. Therefore, if you want repeat customers due to brand affinity, make empathy an important part of customer communication and experience. Learning how to develop empathy skills such as patience, keen listening, and asking thoughtful questions takes time. The Empathy Map Canvas PowerPoint Template is a presentation tool to graphically display a model. Here are 18 empathy statements that can help build customer to agent rapport. It's constantly one of the top desired customer service skills when hiring new agents. Why Customer Empathy Is Critical to Business Success Written by Emma Snyder When I first told friends and family I had been given the opportunity to create a role entitled Customer Empathy Specialist, they joked that I would be leading drum circles and trust falls at work. Share yours for free!. The future of customer service is one imbued with empathy. The real goal of customer service is to provide a positive experience that people associate with your. Empathy is something that needs to be developed, nurtured, and practiced. Empathy is the ability to “walk a mile in someone else’s shoes”. But research suggests empathy isn't the skill you're looking for. The importance of empathy mapping in customer support a product by Freshworks, an online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster. Acknowledging customer concerns shows empathy and understanding, and is essential to great. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. In other words, the empathy required by a customer-facing employee is a fixed personality trait. Practice empathy. Most customer service teams respond to customers with sympathy. Empathy in customer service is the ability to not only see, but understand the situation from your customer's point of view and truly appreciate their feelings. A sympathetic response is, "I'm really angry about those centerpieces, too. Related Topics: Empathy, Customer service, Marketing strategy, Customer relations, Technology, Newsletter Promo Summaries and excerpts of the latest books, special offers, and more from Harvard Business Review Press. If you want to educate your audience about the concept, then download this Empathy Map Canvas PowerPoint presentation, and use it the way you like. Sometimes you might feel your empathy slip, but remember that every person you interact with is unique and important. You can develop your customer service by using The RATER Model to assess your team's Reliability, Assurance, Tangibles, Empathy, and Responsiveness. Practicing empathy in interactions with clients elevates your customer service and helps ensure customers have a positive experience with your company. In customer service training circles, there’s a belief that you can't train for empathy. Use this Customer Empathy Worksheet to deepen your connection to the thoughts and feelings of your target customers. Let Me Tell You What I CAN Do. 40%, or more than double the responses that the second place answer received, said "better human service ". Reading tip: 8 soft skills for a better customer service. Empathy is a core skill of emotional intelligence and can be particularly valuable in a sales or customer service interaction. For instance, this editable set can be used by counselors, trainers, educators, managers, marketing gurus, product experts, data analysts, customer executives, and all kinds of related professionals. It can also be used on its own to focus attention on the importance of empathy, understanding, and building relationships. Empathy is a word that's easily tossed around in customer service. Empathy mapping is a way to characterise your target users in order to make effective design decisions. customer service? Activity 2 Part 1: A lesson learned from an unsatisfactory experience 1. • Show empathy and understanding for a customer with a problem • All customers are treated fairly. • Understanding customers. A Customer Empathy Map is an incredible tool that helps organizations to unlock greater power in the customer experience. " • Empathy means acknowledging. It's constantly one of the top desired customer service skills when hiring new agents. We have powerful brands like Nordstrom, American Express and Zappos proving to the world that customer service can actually be a source of sustainable competitive advantage, not just another expense on the ba. Instructions: Read the following silently and once everyone in your group.