Empathy

EMPATHY STATEMENT

=

LEAD-IN + FACTS + FEELINGS

One the following statement is wrong

Lets see If you notice which one is

• I can see that you are frustrated because the part is on order.

• By the tone of your voice it is clear that you're worried with that issue

• I can imagine how concerned you must be about the leak in your plumbing

• I can see that you are frustrated because the part is on order.

Answer explanation

Please keep in mind that we need to paraphrase the reason why the customer is calling in order to use a propper empathy statement

the issue, the situation, the problem are not valid statement when giving empathy

Identify the feelings.

Which one of the following is not a feeling.

• Upset

• Worried

• Disappointed

• Lunch

Identify the issue.

Please select the correct issue

• The dog is barking really loud

• The toilet is not flushing

• Dishwasher is not working

• A/C just went out

How to lead in

Select the statement that does not apply

as lead in phrase

• Sounds like you..

• If I understand you correctly..

• I am sorry..

• I see that you..

Select the best empathy statement for the scenario:

This is the third time I am calling about my broken A/C, you sent a contractor to look at it two weeks ago, and it broke again. He came back and messed with

some wires, but it’s still not working

• I understand how frustrating must be that situation.

• Is really concerning being without A/C during so long.

• It sounds like you are frustrated by the number of times you have called about the same issue.

• I can understand that you need the A/C finally fixed