An Organ Donor’s Story of Empathic Action ft. Sarah Bezanson Purposeful Empathy Hosted by Anita Nowak

Watch this episode to learn what prompted an organ donor and customer care expert in Toronto to stay on the line for an hour with a call centre rep. in Delhi. Sarah Bezanson is a seasoned professional in training, coaching and client care and believes that empathy must always be a part of any customer care conversation. In this episode, she shares how a story she wrote about a customer care agent in India experiencing multiple devastating COVID losses went viral. She also shares a poignant story about her decision to become a kidney donor. 00:00 Introduction 00:28 About Sarah Bezanson 01:20 Sarah’s viral LinkedIn post and what inspired it 06:35 What prompted Sarah to respond to the gentleman with empathy? Kindness or her professional training? 07:35 The public’s response about the gentleman in Delhi 11:00 Examples of how employers in India showed support to their employees during the peak of the COVID crisis 12:38 How can customers show more empathy towards customer-care representatives? 17:21 Self-care practices for call centre employees 20:33 Has hostility within the customer-care industry gotten worse? 23:04 What motivated Sarah to become a kidney donor? 30:07 Sarah's decision-making process to donate her kidney 36:00 The relationship between Sarah and her kidney recipient 37:57 Sarah Bezanson’s Purposeful Empathy Story CONNECT WITH SARAH ✩ Sarah Bezanson’s viral LinkedIn post: https://www.linkedin.com/posts/sarah-bezanson-137a9116_i-had-to-call-for-some-tech-support-yesterday-activity-6791706659870920704-nZ2f CONNECT WITH ANITA ✩ Email [email protected] ✩ Website https://www.anitanowak.com/ ✩ LinkedIn www.linkedin.com/in/anitanowak ✩ Instagram https://tinyurl.com/anitanowakinstagram ✩ Twitter https://twitter.com/anitanowak21 ✩ Facebook Page https://tinyurl.com/PurposefulEmpathyFacebook ✩ Facebook Group https://tinyurl.com/PurposefulEmpathyCommunity ✩ Podcast Audio https://tinyurl.com/PurposefulEmpathyPodcast This episode was brought to you by Grand Heron International REACH THEM AT ✩ Website www.grandheroninternational.ca; www.coachingonsite.ca; www.ghi.coach ✩ LinkedIn https://www.linkedin.com/company/grand-heron-international/ ✩ Facebook https://www.facebook.com/grandheroninternational/ ✩ Instagram @Grand_Heron_International ✩ Twitter @GrandHeronIntl ✩  https://twitter.com/GrandHeronIntl To watch the video with subtitles: https://www.youtube.com/channel/UC78vaeHVmoxebZCYtqsKe0A Video Edited by David Tsvariani