Empathy Statements Challenge
Demonstrating empathy — through your words and tone — signals to the customer that you are on their side. That openness is often what allows the conversation to move from frustration to resolution. You will answer 3 calls today. Each customer will provide an issue. You will choose the best response that provides empathy and builds rapport with your customer. Do not hit the back button on your browser if you answer incorrectly. Click Start to continue.
Start
Answer The call
"Thank you for calling Aros Communications; my name is Jamie, a representive in repair. How may I assist you?" "I need assistance as soon as possible. My phone is not working. I have done everything and I can't seem to get this thing working. This stuff should be easier. Can you send someone to fix my service?"
Replay
Next
Customer Statement: "I need assistance as soon as possible. My phone is not working. I have done everything and I can't seem to get this thing working. This stuff should be easier. Can you send someone to fix my service?"
Answer The call
"Thank you for calling Aros Communications; my name is Jamie, a representive in repair. How may I assist you?" "I hate this service. I can’t believe this is the third time my service has stopped working in the past two weeks. I may just cancel my service if i don’t receive a proper connection."
Replay
Next
Customer Statement: "I hate this service. I can’t believe this is the third time my service has stopped working in the past two weeks. I may just cancel my service if i don’t receive a proper connection."
Answer The call
"Thank you for calling Aros Communications; my name is Jamie, a representive in repair. How may I assist you?" "Yes, my name is Alex and I just got my bill and it is way higher than it should be. I have never paid this much and nobody told me my rate was changing. I am not paying this."
Replay
Next
Customer Statement: "Yes, my name is Alex and I just got my bill and it is way higher than it should be. I have never paid this much and nobody told me my rate was changing. I am not paying this."
Congratulations!
You've greeted 3 customers and responded to them with awesome empathy statements. Be sure to listen to your customer and respond to their issue to build rapport and support your customers! Good luck!
You have finished the course. You may close the window.
"I completely understand. I sincerely apologize that you've dealt with this three times in two weeks. I want to make sure we get this resolved properly today. May I pull up your account."
Correct!
You validated the customer's frustration and moved straight to solving the problem. Good balance of empathy and action.
Continue
Incorrect.
Correct Answer:
"I completely understand. I sincerely apologize that you've dealt with this three times in two weeks. I want to make sure we get this resolved properly today. May I pull up your account."
Try to full respond to the customer's issue without placing an emotion on the customer. Don't reflect the request by deflecting from the request.
Continue
"I hear you — an unexpected jump on your bill with no heads up is not okay. Let me pull up your account and see exactly what changed."
Correct!
You validated the customer's frustration and moved straight to solving the problem. Good balance of empathy and action.
Continue
Incorrect.
Correct Answer:
"I hear you — an unexpected jump on your bill with no heads up is not okay. Let me pull up your account and see exactly what changed."
Try to fully respond to the customer's issue. Don't reflect the request by deflecting from the request.
Continue
Incorrect.
Correct Answer:
"That is not the service we want to provide. I use my phone everyday; I understand and I am determined to get your service working again. Could I verify some information with you first?"
Be sure to address the customer's issue without being to vague or overwhelming the customer with your response.
Continue
"That is not the service we want to provide. I use my phone everyday; I understand and I am determined to get your service working again. Could I verify some information with you first?"
Correct!
This is a great empathy statement to show the customer that you understand and you would be able to help. Even if this doesn't receive a great response, it can place a positive effect on the customer.
Continue
Empathy Statements Challenge
Chike Ojukwu
Created on April 24, 2026
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Transcript
Empathy Statements Challenge
Demonstrating empathy — through your words and tone — signals to the customer that you are on their side. That openness is often what allows the conversation to move from frustration to resolution. You will answer 3 calls today. Each customer will provide an issue. You will choose the best response that provides empathy and builds rapport with your customer. Do not hit the back button on your browser if you answer incorrectly. Click Start to continue.
Start
Answer The call
"Thank you for calling Aros Communications; my name is Jamie, a representive in repair. How may I assist you?" "I need assistance as soon as possible. My phone is not working. I have done everything and I can't seem to get this thing working. This stuff should be easier. Can you send someone to fix my service?"
Replay
Next
Customer Statement: "I need assistance as soon as possible. My phone is not working. I have done everything and I can't seem to get this thing working. This stuff should be easier. Can you send someone to fix my service?"
Answer The call
"Thank you for calling Aros Communications; my name is Jamie, a representive in repair. How may I assist you?" "I hate this service. I can’t believe this is the third time my service has stopped working in the past two weeks. I may just cancel my service if i don’t receive a proper connection."
Replay
Next
Customer Statement: "I hate this service. I can’t believe this is the third time my service has stopped working in the past two weeks. I may just cancel my service if i don’t receive a proper connection."
Answer The call
"Thank you for calling Aros Communications; my name is Jamie, a representive in repair. How may I assist you?" "Yes, my name is Alex and I just got my bill and it is way higher than it should be. I have never paid this much and nobody told me my rate was changing. I am not paying this."
Replay
Next
Customer Statement: "Yes, my name is Alex and I just got my bill and it is way higher than it should be. I have never paid this much and nobody told me my rate was changing. I am not paying this."
Congratulations!
You've greeted 3 customers and responded to them with awesome empathy statements. Be sure to listen to your customer and respond to their issue to build rapport and support your customers! Good luck!
You have finished the course. You may close the window.
"I completely understand. I sincerely apologize that you've dealt with this three times in two weeks. I want to make sure we get this resolved properly today. May I pull up your account."
Correct!
You validated the customer's frustration and moved straight to solving the problem. Good balance of empathy and action.
Continue
Incorrect.
Correct Answer:
"I completely understand. I sincerely apologize that you've dealt with this three times in two weeks. I want to make sure we get this resolved properly today. May I pull up your account."
Try to full respond to the customer's issue without placing an emotion on the customer. Don't reflect the request by deflecting from the request.
Continue
"I hear you — an unexpected jump on your bill with no heads up is not okay. Let me pull up your account and see exactly what changed."
Correct!
You validated the customer's frustration and moved straight to solving the problem. Good balance of empathy and action.
Continue
Incorrect.
Correct Answer:
"I hear you — an unexpected jump on your bill with no heads up is not okay. Let me pull up your account and see exactly what changed."
Try to fully respond to the customer's issue. Don't reflect the request by deflecting from the request.
Continue
Incorrect.
Correct Answer:
"That is not the service we want to provide. I use my phone everyday; I understand and I am determined to get your service working again. Could I verify some information with you first?"
Be sure to address the customer's issue without being to vague or overwhelming the customer with your response.
Continue
"That is not the service we want to provide. I use my phone everyday; I understand and I am determined to get your service working again. Could I verify some information with you first?"
Correct!
This is a great empathy statement to show the customer that you understand and you would be able to help. Even if this doesn't receive a great response, it can place a positive effect on the customer.
Continue