How can businesses ensure that empathy and active listening are consistently practiced by their customer service teams, and what strategies can be implemented to maintain a culture of empathy and active listening over time?

Businesses can ensure that empathy and active listening are consistently practiced by their customer service teams by providing ongoing training and coaching on these skills. They can also incorporate empathy and active listening into their performance evaluations and reward systems to reinforce their importance. Additionally, creating a supportive and open work environment where employees feel valued and heard can help maintain a culture of empathy and active listening over time. Regular communication and feedback sessions can also be implemented to address any issues and continuously improve the customer service team's skills in these areas.