Empathy workshop for customer service.

What is empathy

• Putting  yourself in someone else’s position, and understand  their frustration or pain

• Feeling sorry for someone's else misfortune.

• A natural instinctive state of mind deriving from one's circumstance.

• An emotional state or reaction.

Feeling sorry for someone's else misfortune

Does empathy build trust, lead to better conflict resolution and increase customer satisfaction?

• True

• False

What are the building blocks of empathy?

• Compassion, sympathy, and understanding.

• Tolerance, respect, and intelligence.

• Emotional intelligence, perspective taking, genuine care, and active listening.

• Peace, policies, and psychological strategies.

Are acknowledging feelings and offering apologies tips for putting empathy into action?

• True

• False