Empathy Express
"What is empathy?"
"Empathy is the ability to understand and share the feelings of another person."
"What is the primary emotion associated with sympathy?"
"Feeling pity or sorrow for someone else's situation."
"What does the 'E' in the S.E.R.V.I.C.E. framework stand for?" Give an example
"Engage."
"True or False: It's okay to guess the answer to a member's question if you're unsure."
"False. It's better to find the correct answer and follow up with the member."
"True or False: Feedback should always be given in a positive and constructive manner."
"True." Complement Sandwich
"Which of the following statements shows empathy: 'I'm sorry this happened to you' or 'I understand how frustrating this must be for you'?"
"'I understand how frustrating this must be for you' shows empathy."
"True or False: Sympathy involves actively engaging with another person's emotions."
"False. Sympathy often involves feeling sorry for someone but not necessarily engaging with their emotions."
"Which step in the S.E.R.V.I.C.E. framework involves finding and presenting a solution to the member's problem?"
"Intervene."
"What should you do if a member becomes upset during a call?"
"Acknowledge their feelings and try to calmly address their concerns."
"How can empathy play a role in handling negative feedback from customers?"
"By understanding the customer's feelings and using that understanding to improve service."
"Name one way to show empathy during a customer call."
"By actively listening, acknowledging the customer's feelings, and expressing understanding."
"Give an example of a sympathetic response to a customer issue."
"'I'm sorry to hear about your situation; that must be really tough.'"
"What is the final step in the S.E.R.V.I.C.E. framework?"
"Ensure Satisfaction."
"How can you personalize your interaction with a member?"
"Use their name and reference past interactions if relevant."
What is an important tip in the "C" S.E.R.V.I.C.E. framework
be genuine and emphasize the the word SERVICE so that the member connects to the survey they may receive.
"How does empathy differ from sympathy?"
"Empathy involves sharing and understanding the feelings of others, while sympathy involves feeling pity or sorrow for someone else's situation."
"Which is more likely to lead to problem resolution in customer service, empathy or sympathy?"
"Empathy, because it involves understanding and addressing the customer's feelings and concerns."
"Name one way to 'Validate' a member's concern."
"Acknowledge their feelings by saying something like, 'I understand this situation is frustrating for you.'"
What Standard can help increase you getting a WOW on a member survey? Provide an example
The Additional Standard "It's your WOW moment" letting the member know they may receive an email about their experience with you.
"Why is it important to ask for customer feedback?"
"To understand customer satisfaction and identify areas for improvement."
"Why is empathy important in a contact center environment?"
"Empathy helps build trust, improves customer satisfaction, and can lead to better problem resolution."
"When might it be appropriate to show sympathy in a customer interaction?"
"When a customer shares a personal hardship or difficult situation unrelated to their issue."
"How can 'Restate' improve communication with a customer?"
"By repeating back what the customer said to confirm understanding and show that you are actively listening."
"What phrase can be used to show you are actively listening?"
"‘Just to confirm, you're asking about…’ and then repeat what they mentioned."
"Give an example of a question you could ask to gather feedback on a customer's experience."
"‘How satisfied were you with the service provided today?’"