Actively listening is critical to effective person-to-person communications. The level of empathy needed when talking with clients is often determined by how much emotion is present. This is a good article for veterinary hospital teams to discuss during staff meetings.
Source: Veterinary Team Brief, November/December 2015.
Providing clients with sincere and genuine empathy will facilitate connected relationships, trust and likely increase client retention. Feeling understood by others is a long-studied, universal human desire. Understanding how to express empathy sincerely in difficult situations is essential for forming long-term connections with clients and colleagues.