Empathy is the ability to understand and share the feelings of another. It is the act of putting yourself in someone else’s situation and seeing a problem from their point of view.

• True

• False

Which of the following statement BEST demonstrate empathy?

• Yeah... I can help you with this situation

• I understand why you are frustrated

• I do not understand why you upset, but I will help you anyway

• Calm down. We can get this fixed

Empathy and Sympathy mean the same thing.

• True

• False

Answer explanation

The Merriam-Webster dictionary defines sympathy as “the feeling that you care about and are sorry about someone else’s trouble, grief, misfortune, etc.” There are many times when sympathy is an appropriate emotion for a difficult situation. However, sympathy separates you from the person struggling. 

If a customer is displaying signs of frustration when describing their issue to you. What is a good empathy statement to respond back to the customer? (we are looking for the best answer)

• I understand how frustrating that is

• That must be frustrating

Answer explanation

"That must be frustrating..." sounds more like sympathizing with the customer....

Customer calls in and says "I have been calling in with the same issue for several weeks, with no resolution". What is your response? (looking for the best answer).

• What are you expecting me to do it about it?

• I completely understand how frustrated you are, It is going to be my goal on this call to resolve this issue where you do not have to keep calling back, okay?

• Before, we get started, can you tell me again what your issue is?

• I am so sorry to hear that you are having these issues.

Active listening is one way to show that we empathize with a customer on the phone.

• False

• True

Which of the following statements BEST demonstrate empathy?

• Other customers have felt the same way when this happened to them

• I understand why you are feeling disappointed

• I would feel the same way if I were in your shoes

• All are correct

Empathy can help to improve customer service by establishing a(n) _____, or bond between the customer and the employee.

• friendship

• connection

• argument

Which of the following statements BEST demonstrate empathy?

• Are you angry?

• No problem. I can help you with that.

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

• You have every right to be angry.

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