EMPATHY

Is empathy only required when the customer is angry?

• Yes, of course.

• No, empathy is always required.

• What is empathy?

• Only if the customer is yelling.

With of these will help me improve during my performance?

• Listening

• Interrupting

• Being polite

• Demonstrate willingness

Work smarter, not

A customer can't hear me over the phone, however, I can hear customer pretty clear. Do I need to apologize?

• No

• Maybe

• Depends

• Yes

A customer called by mistake to my department and needs to be transfer, do I need to apologize for his mistake?

• No, being polite is enough

• No, was customer's fault

• Yes, apologize and transfer call

• Apologize in the name of the company

Customer is calling saying that the service is terrible and she sounds really angry about it, what do I need to do?

• Apologize in the name of the company and assist the customer.

• Transfer call to another department, it's not your fault.

• Cry and roll

• Being polite is enough