Online Training | E-Learning Module

Production Date: 11.11.2025
Copywriter: Sakine Köklü
Produced by: İçerik Evi – Digital Learning & Design Studio

About the Training

The Empathy-Focused Service Approach training is a practice-oriented online (e-learning) module designed to help service professionals develop emotional awareness in their communication with customers.

In this training, participants learn how to accurately understand customer expectations, strengthen empathetic listening skills, manage emotions in challenging situations, and produce effective solutions while sustainably improving service quality.

The theoretical framework is supported by case analyses, real-life examples, and behaviour-based approaches, and is delivered in line with corporate e-learning standards.

Key Topics Covered

• The role of empathy and emotional intelligence in service
• The difference between sympathy and empathy
• The three core steps of empathetic communication
• Managing difficult customers and challenging emotions
• Empathetic listening techniques
• Psychological resilience of service professionals

Who Is This Training For?

• Customer service teams
• Sales and field staff
• Call centre personnel
• All employees working in service-oriented organisations

Note

This training is provided as a demo within the scope of organisation-specific e-learning projects, LMS-compatible online training modules, and story-based digital learning solutions.