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WorksheetsAgent Empathy Training 2
Total questions: 12
Worksheet time: 6mins
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 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
What is empathy NOT?
Feeling sorry for someone else
Casting Judgement & Giving Unasked Advice
Only taking in surface meaning and understanding from your own perspective
All of the above
What should we not equate empathy to?
Feeling sorry for someone
Being nice to someone
Agreeing with someones opinion, values or beliefs
All of the above
What will having an unconscious bias allow you to do?
Connect deeply with members
Respond to members based on incorrect and unfounded assumptions
Correctly educate members
Take appropriate or meaningful action
What is the C.A.R.E. rubric meant to be used for?
To regulate what you do
To teach you how to be sympathetic
To give us a framework for how to write responses that delight our members
To increase the amount of time it takes you to answer a ticket
What does the "Connect" section of the rubric NOT ask you to do?
Identify opportunities to connect with the member
Share information that provides context to inspire trust
Acknowledge the members experience
Acknowledge the members requests and concerns
What does the "Empathize" section of the rubric NOT ask you to do?
Ensure your response is free of pity
Ensure your response is free of biases
Ensure your response anticipates the members needs
Ensure your response delights the member
What does putting ourselves in the customers shoes allow us to do?
Befriend members
Always "say yes" to members
Have sweaty feet
Connect with, respond to, and take action from a place of understanding
What do we (Customer Care) have control over that will support us in delighting the member?
The language we use with members
The make-goods we offer members
The processes and policies we create and enforce
All of the above
Complete the Sentence: "Act" and "Resolve" are two separate sections of the C.A.R.E rubric because:
We may take action that does NOT meaningfully resolve members concerns
We may resolve issues without needing to take action
They are two different words
CARE is the acronym
