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WorksheetsEmpathy and Customer Service
Total questions: 15
Worksheet time: 7mins
Which of the following statements is NOT TRUE about empathy?
Empathy allows you to put yourself in someone else's shoes.
Empathy helps you feel someone else's pain.
Empathy allows you to only recognize someone else's feelings, not feel what they're going through.
All are True Statements About Empathy
What is sympathy?
Sympathy is when you recognize and acknowledge someone's feelings, but you're not able to feel what they're going through.
Sympathy is when you're able to put yourself in someone else's shoes.
Sympathy is when you're able to feel what someone else is feeling.
Sympathy is when you try your best to make someone else feel better, whether you understand what they're feeling or not.
Does this situation show empathy or sympathy? Brendan is nervous about his first day of middle school. His older brother is in 8th grade, and he assured Brendan that everything will be okay. "I understand how nervous you're feeling. After a few days, you will feel confident and excited about middle school. Trust me!"
Empathy
Sympathy
Learning about other cultures is a great way to show empathy. How?
Learning about other cultures helps you decide if you want to be a part of their lifestyle.
Learning about other cultures helps you appreciate what you have.
Learning about other cultures helps you understand others' perspectives and opinions as well as respect their differences.
Does this picture show empathy or sympathy?
Empathy
Sympathy
Is the statement below an expression of what?
“I’m sorry that you are facing this issue”.
Empathy
Sympathy
Is the statement below an expression of what?
"I can understand how it feels. It must be really hard”
Empathy
Sympathy
During the chat, once you solved the customer issue/request, you should:
Send the closing template
Inform to contact us again via chat or email if there are further questions
Check if there is anything else you can help
Thank for contacting us
When greeting a customer you should always...
tell the customer how you feel today
ask how you can help
thank them for the communication
make probe questions
When should we apologize for late reply in emails?
After 6 hours for tickets and 12 hours for Emails
After 12 hours for tickets and Emails
After 6 hours for tickets and 24 hours for Emails
After 24 hours for tickets and Emails
When putting a customer on hold you should...
ask for permission
provide the reason
thank the customer upon reconnecting
all of the them
The CARP principal stands for Control, ______ , Refocus & Problem-Solve
Acknowledge
Approve
Apologize
Assure
When dealing with difficult customers we should always...
Control the situation by not getting affected by the user’s frustration
Not give unrealistic promises
Show empathy
Offer a solution
All of them
Interpersonal skills are valuable to an employer because they include...
Hard Skills
Communication & Social Awareness
Analytical skills
Technical skills
What staff are responsible for displaying a customer-service mindset?
Those with direct customer service
Management
Those with indirect customer service
All staff
