Soft Skill Quiz

What is EMPATHY?

• Empathy is the ability to be kind with others doesn't matter the situation.

• Empathy is the ability to transfer your feelings to another person.

• Empathy is the ability to share and understand another person's feelings.

• Empathy is the ability to understand the other's feelings.

Choose the option that is related to communication style, only.

• Be respectful and patient.

• Be patient and funny.

• Be patient and fast.

• Say thank you and always agree with customers.

Demonstrate to the customer that you have total knowledge of the topic in question, but also, understand you don't know about everything. In general, customers accepted it, since the agent shows -------.

Write below the best answer if the customer says: "Eu já gastei 100 nesse cartão da Play Store e não vou conseguir gastar, é isso? E aí, o que eu faço agora?"

Saying to the customer: "I'm so sorry, I can imagine how you feel." It's a demonstration of:

• Sympathy

• Empathy

Please, draw below an image that represents LOV for you.