From Denis Waitley's Weekly Ezine:
In the communication process, knowledge is not always wisdom; sensitivity is not always accuracy and sympathy is not always understanding. All customer service and the ability to gain trust and repeat business is based on empathy. Empathy is "feeling with" and never assuming anything until you have "walked a mile in the other person's moccasins." Since it is impossible to know the road another has walked, the best alternative is to ask questions with interest and respect, and listen for the hidden agendas and desires.
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