Empathy Version 10

Select the right first question for the 1.1 for empathy

• Did the teammate acknowledged why was I contacting you?

• Did the team understood why have I contacted today?

• Did the teammate why I, the customer, have reached out? / Relates to customer retention

Que se busca cubrir con la pregunta 1.1 sobre empathy

• Algo natural y fluido

• Demostrar que entendemos el problema/situation

• Mostrar que vamos a trabajar para solucionar el problema

• Todas las anteriores

Give me an example on a flowery statement that would be marked down by qa

If you add to the email the following sentence, would it be markable by QA?

If you still have further questions, please let me know.

• Yes

• No

• Maybe

For advocacy is important to have in considertion:

1. 1. Way that resolution is presented baded on the contact reason

2. 2. Inform and Educate about actual situation

3. 3. Mention the alternatives the Dx has if the answer is no

• True

• False

How much is the percentage that weights Empathy on this new version of the rubric?