Types of Empathy

1. 1. Account Status Query

Client: "I'm reviewing my account but the 2021 contribution isn't reflecting. Can you clarify?"

Agent: "I see the 2021 contribution isn't showing, thank you for pointing this out. I'll check its processing status and update you shortly."

Identify the type of empathy for these scenarios.

Hint : _________ Empathy

1. 2. Withdrawal Hardship

Client: "I need an early withdrawal due to medical bills - this is urgent."

Agent: "I'm sorry you're facing this hardship. I've prioritized your request and flagged it with our senior team. I'll personally follow up with you by the end of the day, and check if we can expedite your payout."

"Thanks for reaching out about this" - and "I'm truly sorry for the inconvenience caused''

can add that personal touch.

Identify the type of empathy for these scenarios.

Hint : _____________ Empathy

1. 3. Clarification Request

Client: "How do I change my nomination details online?"

Agent: "If I’m understanding correctly, you’re asking about updating your nomination form via the portal. Here’s the step-by-step…."

Identify the type of empathy for these scenarios.

Hint : _________ Empathy

1. 4. Frustration With Delays

Client: "I’ve waited two weeks for my withdrawal-this delay is unacceptable!"

Agent: "I’m truly sorry you’ve had to wait this long-it must be very frustrating. Let me escalate this now and get an update from our withdrawal team."

Identify the type of empathy for these scenarios.

Hint : _________Empathy

1. 5. Account Recovery Assisstance

Client: "I forgot my portal login and can’t access anything."

Agent: "I’m really sorry for the inconvenience. I’ve reset your login and sent a verification link. Once you’re in, let me know if you’d like guidance updating your profile or nomination entry."

Identify the type of empathy for these scenarios.

Hint : _____________ Empathy

1. 6. Confusion about contributions

Client: "I just got a notice about missing contributions - why is this happening?"

Agent: "I understand this is concerning and disappointing. Let’s review your contribution history together so we can clear this up quickly."

Identify the type of empathy for these scenarios.

Hint : _________ Empathy