Summary In this conversation, Amas Tenumah and Bob Furniss discuss the essential skills for success in customer service roles, emphasizing the importance of empathy, authenticity, and a positive attitude. They explore how these skills can be taught or innate, and the impact of genuine interactions on customer experiences. The discussion highlights the need for contact center leaders to trust their employees to be themselves and to foster authentic relationships with customers.   Takeaways Empathy is the most crucial skill in customer service. You cannot teach empathy; it must be inherent. Authenticity in interactions leads to better customer experiences. Positive attitudes can sometimes feel insincere. Trusting employees to be themselves enhances service quality. Customer service training should focus on genuine interactions. Scripts can hinder authentic communication with customers. Empathy should be felt, not just expressed in words. Leaders should encourage authenticity in their teams. Building relationships with customers is key to effective service. Chapters 00:00 Introduction to Customer Service Skills 01:17 The Importance of Empathy in Customer Service 05:50 Understanding Authenticity in Customer Interactions 12:44 The Role of Positive Attitude in Service 17:45 Building Trust and Authentic Relationships

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