EMPATHY QUIZ

Quiz

DM SERVICES

EMPATHY

Are you ready to find out how much you learned in the Empathy Workshop?

EMPATHY IN CUSTOMER SERVICE

QUESTION 1/4

What is empathy?

The ability to understand what the customer wants from another department

It's the ability to understand and share the feelings of another

It is when we sell the customer a high-priced item

EMPATHY IN CUSTOMER SERVICE

RIGHT!

NEXT QUESTION

EMPATHY IN CUSTOMER SERVICE

QUESTION 2/5

Why is empathy important?

Defuses a difficult situation, Let's the Customer know we understand and care about their concern and Builds trust

Talking over the Customer, placing blame, Dismissing the Customer’s concerns and raising your voice

Because we need to use the catalog

EMPATHY IN CUSTOMER SERVICE

RIGHT!

NEXT QUESTION

EMPATHY IN CUSTOMER SERVICE

QUESTION 3/5

What are some examples of empathy Keywords & Phrases

I apologize, I am sorry, I understand & must be difficult

I think yes, might be, I do not know

All the above

EMPATHY IN CUSTOMER SERVICE

RIGHT!

NEXT QUESTION

EMPATHY IN CUSTOMER SERVICE

QUESTION 4/5

When is the right time to say an empathy phrase?

Talking over the Customer, placing blame, Dismissing the Customer’s concerns and raising your voice

It's the ability to understand and share the feelings of another

When ever the customer say they are going through a rough situation/ happy situation

EMPATHY IN CUSTOMER SERVICE

RIGHT!

NEXT QUESTION

EMPATHY IN CUSTOMER SERVICE

1-2Correct

5Correct

3-4Correct

0Correct

Come with your trainer to review the concepts and improve your empathy.

Great, now you know the importance of showing empathy during your calls.

Very good, you almost got a perfect score.

Keep striving for better results.