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Anie caso mendez
Anie caso mendez

The document discusses empathy and its importance in customer service. It notes that while truly understanding someone takes time, there are signs that can provide insight into how they think. Creating an appropriate environment and using plain language and smiles can help facilitate empathy. The problem statement then shares that the author and their friend opened a cafe and found it challenging to connect with customers at first, but using pictures and smiles in their welcome helped. Through talking to people, they discovered an opportunity to provide more than just coffee by empathizing with customers and understanding their other needs like conversation and a comfortable place to stay. Continued practice empathizing with clients is important for improvement.

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Does empathy work? DOES IT?
This is my map People’s perspectives Losses Profits What do they think? What do they see? What do they hear? What do they do and say?
EXPLANATION • No one can deeply understand someone when first meeting them. However there are signs and things that may let us know how they think or how they will react. So when empathazing it is important to notice that. It is not about us, it is about them. So: See, Listen and then speak. • An appropiate environment can help. • Use plain vocabulary. • Do not be afraid, talking is not a crime. • Use a smile.
PROBLEM STATEMENT Me and my bestfriend are trying a new adventure together: We have opened a café!!! So we are receiving new people in our lives: Costumers At the beginning I have to admit that it was not easy to get to them. To solve that we used pictures of us drinking coffee as well as other visual sources. We have also used the best of welcomes: A SMILE It is simple when I write it but when doing it it is not. Just by talking to people we now have come to know that it is more than a cup of coffee what we can give. It is a service that includes empathizing with people and discovering their other needs, like a good talking, a nice place to stay and human quality. Of course we need to improve our empathizing and talking to our clients is a great beginning.

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Map

  • 2. This is my map People’s perspectives Losses Profits What do they think? What do they see? What do they hear? What do they do and say?
  • 3. EXPLANATION • No one can deeply understand someone when first meeting them. However there are signs and things that may let us know how they think or how they will react. So when empathazing it is important to notice that. It is not about us, it is about them. So: See, Listen and then speak. • An appropiate environment can help. • Use plain vocabulary. • Do not be afraid, talking is not a crime. • Use a smile.
  • 4. PROBLEM STATEMENT Me and my bestfriend are trying a new adventure together: We have opened a café!!! So we are receiving new people in our lives: Costumers At the beginning I have to admit that it was not easy to get to them. To solve that we used pictures of us drinking coffee as well as other visual sources. We have also used the best of welcomes: A SMILE It is simple when I write it but when doing it it is not. Just by talking to people we now have come to know that it is more than a cup of coffee what we can give. It is a service that includes empathizing with people and discovering their other needs, like a good talking, a nice place to stay and human quality. Of course we need to improve our empathizing and talking to our clients is a great beginning.