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WorksheetsAgent Empathy Training 1
Total questions: 9
Worksheet time: 3mins
What sets todays companies apart?
Giving customers everything they ask for
Offering genuine empathy in customer service
Updating internal policies to improve resolves
What does empathy lead to?
Great customer experiences that drive loyalty
Positive reviews
Repeat sales
All of the above
Empathy is the ability to
Give people what they want
Recognize someones problem and placate them
Recognize, understand and share the thoughts and feelings of another person
What is empathy NOT?
Feeling sorry for someone else (Sympathy) or being polite
Connecting at an emotional level
Experiencing another person's point of view
Addressing someones concerns with an understanding of their situation
What are the three types of empathy?
Cognitive, Emotional, Physical
Cognitive, Emotional, Compassionate
Personal, Professional, Self
Conscious, Subconscious, Unconscious
What is the ultimate expression of empathy?
Apologizing profusely and telling that person how to fix their problem
Providing the most emotional response you can
Understanding and feeling what the other person feels
Taking compassionate action that reflects the needs of that individual
How does empathy benefit our members?
They feel heard
Their concerns are being taken seriously
They feel the company is doing everything it can to help them
All of the above
How can empathy in a customer service interaction (agent to member) support the business?
It can lead to more costs for the company
It can "save" the member and lead to saved revenue for the company
It can "save" the company time
Who can show customers that we really care about them & support in the retention of customers & growth of the business?
I can!
I can!
I can!
I can!
