Client Overview
Chewy is an American online retailer specializing in pet food and other pet-related supplies, offering a wide range of products, including food, toys, treats, litter, aquariums, and pet supplements. With a commitment to customer satisfaction, Chewy recognizes the importance of empathy in building strong relationships with pet owners.
Opportunity
Chewy understands the critical role empathy plays in effective communication with customers. To enhance this skill within their customer service team, Chewy engaged SkillsCamp to develop a tailored program focused on empathy in customer interactions.
SkillsCamp Solution
SkillsCamp created a custom pre-recorded program titled “Empathy in Practice with Customers,” consisting of five modules to be hosted on Chewy’s internal Learning Management System (LMS). Each module included downloads and activities to reinforce learning, along with a follow-up guide for managers to support ongoing development with employees. The modules covered:
- Empathy, Sympathy & Radical Empathy
- What Does Empathy Look & Sound Like? 12 Responses to People in Distress
- Identifying Rational vs. Emotional Needs in a Customer
- Demonstrating Empathic Listening
- Building Rapport Quickly Through Empathy
In addition to the pre-recorded modules, SkillsCamp facilitated a successful 90-minute live online workshop titled “Empathy in Practice with Leaders,” further strengthening Chewy’s commitment to empathy within their organization.
Testimonial
I heard great feedback from the team on the live training session.
– Director of Learning and Development, Chewy
