Empathy and Customer Service

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