In what ways can companies effectively incorporate empathy and understanding into their customer service training programs to ensure that employees are able to maintain a customer-oriented mindset, particularly in high-stress situations?

Companies can effectively incorporate empathy and understanding into their customer service training programs by providing employees with training on active listening, emotional intelligence, and perspective-taking. Role-playing exercises can also help employees practice responding empathetically to customers in high-stress situations. Additionally, incorporating real-life customer stories and feedback into training sessions can help employees understand the impact of their actions on customers. Finally, ongoing support and feedback from managers can help reinforce the importance of empathy and understanding in customer interactions.