How can businesses ensure that empathy and active listening become ingrained in the culture of their customer service teams, rather than just being seen as temporary training exercises?

Businesses can ensure that empathy and active listening become ingrained in the culture of their customer service teams by consistently reinforcing these values through regular training sessions, workshops, and team meetings. They can also lead by example by demonstrating empathy and active listening skills in their own interactions with customers and employees. Additionally, businesses can create a supportive and open work environment where team members feel comfortable expressing their thoughts and emotions, fostering a culture of empathy and understanding. Finally, businesses can incorporate empathy and active listening into their performance evaluations and reward systems to incentivize and recognize employees who consistently demonstrate these qualities in their customer interactions.