How can businesses ensure that their employees are consistently practicing empathy and active listening in their customer interactions, and what role does leadership play in fostering a culture of empathy within the organization?

Businesses can ensure their employees are practicing empathy and active listening by providing training and ongoing coaching on these skills. Leadership plays a crucial role in fostering a culture of empathy by modeling empathetic behavior, setting clear expectations for employee behavior, and recognizing and rewarding instances of empathy in customer interactions. Leaders can also create a safe and open environment where employees feel comfortable expressing empathy and actively listening to customers, ultimately leading to better customer relationships and satisfaction.