Empathy and trust are a platform for effective understanding, communication and relationships. Empathy and trust are essential to develop solutions, win and retain business, and avoiding or diffusing conflict.
Empathy and trust are essential for handling complaints and retaining customers. These days we need to be more effective communicators to be successful in business – and in life. The ‘steps of the sale’, persuasion, closing techniques, features and benefits do not build rapport or relationships – empathy, trust, understanding and sympathetic communications do.
One-sided persuasion is not sustainable and is often insulting, especially when handling complaints. Trust and empathy are far more important in achieving and sustaining successful personal and business relationships!