Emathy

Which of the following are reasons great customer service is important?

• “Builds stronger customer relationships” “

• “Improves customer satisfaction”

• “Increases customer referrals”

• “All of the above”

How do you express empathy?

• “Communicate that you understand someone else's situation.”

• “Show that you are angry with the company.”

• “Ignore a customer's feelings.”

• “Cry with the customer.”

3. Empathy is the ability to make someone feel differently than what they should.

• True

• False

Why should you acknowledge the customer's feelings?

• “So the customer can move forward.”

• “So the customer will be quiet.”

• “So the company will not look bad.”

• All of the above

Expressing empathy means the customer gets exactly what they want all the time.

• True

• False

. Demonstrating empathy means you express to the customer that you understand his or her feelings.

• True

• False

Recognizing emotions is a very important part of being empathetic.

• True

• False

What should you do to demonstrate you know how someone else feels?

• “Acknowledge you might feel the same way.”

• “Yell at the person who made the mistake.”

• “Just try to resolve the issue.”

• All of the above

What characteristics of a caller's voice help you determine his or her emotional state.

• “Posture”

• Gesture

• Tone of Voice

• All of the above

Which of the following statements BEST demonstrate empathy?

• “"You have every right to be angry."”

• “"No problem. I can help you with that."

• “"Are you angry?"

• "Whoa. You should really chill with the attitude. This isn't my fault."