How can companies ensure that their employees are consistently practicing empathy and active listening in all customer interactions, especially in high-stress situations?

Companies can ensure that their employees are consistently practicing empathy and active listening in all customer interactions, especially in high-stress situations, by providing comprehensive training on these skills. Regularly reinforcing the importance of empathy and active listening through team meetings and performance evaluations can also help. Implementing protocols and guidelines for handling high-stress situations can give employees the tools and confidence to respond empathetically. Additionally, fostering a company culture that values empathy and active listening can encourage employees to prioritize these skills in their interactions with customers.