What is empathy? A) Feeling sorry for someone B) Solving someone’s problem C) Understanding and sharing someone’s feelings D) Ignoring someone’s emotions
C) Understanding and sharing someone’s feelings
Which of the following is an empathetic response? A) "I understand how frustrating this must be for you." B) "That’s not my problem." C) "Why didn’t you check that earlier?" D) "You’ll have to figure it out on your own."
A) "I understand how frustrating this must be for you."
Empathy is understanding the customer's feelings & agreeing with their perspective at all times
False
List 2 practical skills needed for empathy
Active listening, adapting their perspective, validate their feelings, genuine interest or offer support
Is this sympathy or empathy? A tenant payment is not going through and the agent says "I’m so sorry to hear that you’re having trouble with the payment. That must be so stressful."
Sympathy
Is this sympathy or empathy? Refund issues and customer mentioned "I understand how frustrating it is to deal with these system issues, especially when you're trying to help someone. Let me look into this and get it resolved for you."
Empathy
