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WorksheetsEmpathy Questions
Total questions: 10
Worksheet time: 7mins
Empathy is the ability to understand and share the feelings of another. It is the act of putting yourself in someone else’s situation and seeing a problem from their point of view.
True
False
Which of the following statement BEST demonstrate empathy?
Yeah... I can help you with this situation
I understand why you are frustrated
I do not understand why you upset, but I will help you anyway
Calm down. We can get this fixed
Empathy and Sympathy mean the same thing.
True
False
If a customer is displaying signs of frustration when describing their issue to you. What is a good empathy statement to respond back to the customer? (we are looking for the best answer)
I understand how frustrating that is
That must be frustrating
Customer calls in and says "I have been calling in with the same issue for several weeks, with no resolution". What is your response? (looking for the best answer).
What are you expecting me to do it about it?
I completely understand how frustrated you are, It is going to be my goal on this call to resolve this issue where you do not have to keep calling back, okay?
Before, we get started, can you tell me again what your issue is?
I am so sorry to hear that you are having these issues.
Active listening is one way to show that we empathize with a customer on the phone.
False
True
Which of the following statements BEST demonstrate empathy?
Other customers have felt the same way when this happened to them
I understand why you are feeling disappointed
I would feel the same way if I were in your shoes
All are correct
Empathy can help to improve customer service by establishing a(n) _____, or bond between the customer and the employee.
friendship
connection
argument
Which of the following statements BEST demonstrate empathy?
Are you angry?
No problem. I can help you with that.
Whoa. You should really chill with the attitude. This isn't my fault.
You have every right to be angry.
Who is your favorite Boss at QuickBooks? 😆
(a)
