True/False
Empathy is the ability to understand and share the feelings of another.
True
Being empathetic is crucial for business-friendly interactions!
Select the best synonym for empathy:
A) hostility
B) compassion
C) spite
D) hastefulness
B) compassion
Always speak with our customers in a compassionate, human kind of way.
This is the rating Trinity Solar has with the Better Business Bureau.
A+
Life events are not as important to be empathetic towards, as this is a distraction from the purpose of the phone call, so we shouldn't indulge the customer when they mention those things.
False
Life events such as loss of job, death in the family, or a congratulations when appropriate, should all be acknowledged with an immediate empathetic response- signaling to the customer that they were heard- and leading to a friendlier business interaction.
Situations that necessitate an empathetic response/statement would include (but is not limited to)
A) Loss of job
B) Death in the family
C) Congratulations
D) All of the above
D) All of the above
Any life event the customer speaks to, whether it be an upcoming event, a move, a vacation, etc... should all be acknowledged with an empathetic response.
"Have fun!" or "Safe travels!" etc.
This is the year Trinity Solar began installing solar panels.
2004
When a customer is dissatisfied with Trinity Solar, factual or perceived, the agent is expected to express empathy immediately and apologize.
True
Whether or not the reason for a customer's dissatisfaction with Trinity Solar is valid- we must respond immediately with an empathetic response.
"I am so sorry to hear of this." or "I apologize for this."
Which of the following phrases is the BEST example of demonstrating empathy towards a frustrated customer?
A) "I apologize for the inconvenience. Let's see how we can fix this."
B) "Please calm down, there's no need to get angry."
C) "I'm sure it's not as bad as you think."
D) "Company policy states we can't do that."
A) "I apologize for the inconvenience. Let's see how we can fix this."
This option acknowledges the customer's feelings, offers an apology, and offers a solution-oriented approach. It shows you're listening and want to help.
Corporate Headquarters is located in what city/state?
Wall Township, NJ
Practicing empathy is as simple as saying "sorry".
False
Empathy is rarely as simple as just one word; it is important to understand how tone and inflection intertwine with empathy. Your empathetic response should always come across as sincere. Never just say "sorry" as a transition into your next qualifier/statement.
What section of the Quality Assurance Guidebook does this guideline fall under?
A) Process/Procedure
B) Opening
C) SalesForce Updates
D) Soft Skills
D) Soft Skills
Trinity Solar began in 1994 as what type of company?
HVAC
Whenever we fail to meet expectations, i.e. need to reschedule, change details of an appointment or cancel an appointment, an apology must be delivered at some point during the call. As long as we say sorry at least once, it can happen at any point.
False
An apology must be delivered immediately upon delivering the news, preferably as a preface to the news. We don't want to add apologies after the fact, as it comes across less sincere to the customer.
"I am so sorry to inform you that we were unable to meet you for your consultation." or "I apologize for having to cancel today's consultation, but we do have availability as early as..."
The total value of this guideline is:
A) 1 point
B) 2 points
C) 3 points
D) 5 points
C) 3 points
How many total solar installations has Trinity Solar accomplished since 2004?
100,000+ installations