A
Feeling With Someone
Empathy
TRUE
The choice and use of words and phrases in speech or writing.
Diction
SLOW DOWN OR SPEED UP:
When giving or asking for sensitive information like bill explanation and confirmation numbers.
SLOW DOWN
Feeling of concern for someone's situation.
Sympathy
_____________ is confirming that you will take action to resolve the issue.
Reassurance
SLOW DOWN OR SPEED UP:
Opening spiel
_____________________ creates a constructive and emphatetic tone, helping to de-escalate tense situations and build trust.
POSITIVE LANGUAGE
In empathy, it's not about feeling sorry for them, but rather about _________________ to better understand their _________________.
- putting yourself in their shoes
- needs and frustrations
"The goal is not just to ask questions, but to ask _______________________ that lead to an efficient and effective resolution and improve _______________.
- strategic questions
-customer satisfaction
Respects the customer's time by geeting straight to the point. It resolves issues faster and prevents the customer from feeling overwhelmed by unnecessary details.
CONCISENESS
_________________ help us understand complex ideas by comparing them to something familiar.
ANALOGIES