Mastering Customer Communication: How to Delight a Customer

01. Empathy in Communication I: Why Empathy Matters

02. Body Language and Active Listening: Empathetic Listening – I

04. Probing:Empathy in Communication II: Empathetic Listening – III

Specific Steps I Will Take to Improve My Communication With My Onshore Counterparts

Benefits/Outcomes that will accrue if I do this

Target Date

Probable Barriers to Implementing My Action Plan

How I Will Overcome These Barriers

Target Date

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