Empathy and Positive Positioning

What is an example of an empathy statement for customer service?

• I understand how frustrating that must be for you.

• Why are you so upset?

• It's not my fault, it's the company policy.

• Can you just let me speak?

Which of the following statements demonstrates empathy in customer service?

• I can see why you would feel that way.

• You're overreacting

• Let me try to make this right for you.

• It's not my problem

Which phrase is an empathetic response in customer service?

• You'll have to contact the branch, that's not my problem.

• Right, I get it.

• I'm sorry to hear that. Let me see what we can do to resolve this for you today.

• Is that what you heard?

Which of the following is an example of active listening in customer service?

• Checking your phone while the customer is speaking.

• Placing the caller on mute while preparing a meal.

• Interrupting the customer to offer a solution.

• Repeating back the customer's concern to ensure understanding.

Apologizing to the customer means you’re admitting a mistake.

• True

• False

Answer explanation

Apologizing to the customer doesn’t mean you’re admitting a mistake. It shows you are trying to mend the relationship. It also displays that you understand they had a negative experience. But an apology is just the beginning of a bigger conversation.

You must follow up with solutions that your customer is looking for to help with the situation.

Without the right actions, an apology will just remain hollow.  

A customer is stating "I am not very happy with the fees that I am being charged". How should one respond to this while showing empathy and positive positioning?

• It's a service fee of $7.00, is there anything else I can assist you with?

• I am sorry to hear you are not happy with the fees. There is nothing we can do.

• I know that seeing this fee was not something you expected today, however you spend too much money over the weekend causing your account to become overdrawn.

• I understand that seeing the fee on the account is frustrating for you, I want to do the best that I can to mitigate this issue going forward. Lets take a look at this together to see what can be done.

Which of the following is an example of setting clear expectations in customer service?

• Providing updates on the progress of resolving the issue.

• Setting proper hold expectations and checking in with the customer after the specified time.

• Not communicating with the customer until the problem is completely resolved.

• Informing the customer about the expected resolution timeframe for their issue.

Sometimes, it can be difficult to stay calm when a customer is unhappy. What behaviors should we avoid when dealing with difficult customers?

• Taking a deep breath

• Using "banker verbiage" (such as NSF, KYC, Reg E and uncollected funds).

• Redirect the conversation to the root of the problem and how you can help, though it may not be fulfilling the exact initial request of your customer.

• Assigning blame.