Empathy Is a Learned Skill

A lot of us don't learn empathy growing up, according to bernet brown. And we also may have been conditioned to not ask people questions about their lives. So this is where asking questions and learning how to dive into their experiences really helpful. There are five different scripts in the book for when you're stuck on a question or trying to figure out why someone cancels your service. The best follow-up questions are simply reflecting back what someone has said - so they feel like there's more space for them to say it.