Empathy
What does it mean to show empathy to a customer?
Understanding and acknowledging their feelings and perspective.
What is one thing you should always avoid when communicating with a customer?
Using negative language or sounding dismissive
What’s the first step when a customer has a problem?
Listen and fully understand the issue before responding.
Why is time management important in customer service?
It helps serve more customers effectively
What is a simple way to show a customer you're paying attention during a conversation?
Use verbal cues like “I understand,” “Absolutely,” or “Let me repeat that to make sure I got it right,” and avoid distractions so your tone stays engaged and focused.
Why is it important to listen without interrupting?
It shows respect, allows full understanding, and builds trust.
What's the difference between hearing and listening?
Hearing is passive; listening is active and involves understanding.
What should you do if you don’t know how to fix a problem?
Be honest, assure them you're finding help, and escalate to someone who can.
How do you help one customer while others are waiting?
Acknowledge those waiting, give quick updates, and stay efficient.
Why is it important to repeat or summarize what the customer said?
It confirms understanding, prevents mistakes, and shows you're truly listening.
Describe a time when empathy might be more effective than a solution.
When a customer is upset and just wants to feel heard before hearing solutions.
Why are open-ended questions useful in customer service?
They encourage customers to share more detail, helping uncover needs.
Why is it helpful to offer multiple solutions?
It empowers the customer to choose what works best for them.
Name one way to stay organized during a busy shift.
Use to-do lists, digital tools, or task prioritization.
Share a time attentiveness helped solve an issue before it escalated.
(Open-ended; any story where noticing a detail helped proactively fix a problem.)
How can tone of voice convey empathy?
A calm, caring, and patient tone shows you're genuinely concerned.
How do you clarify what a customer is asking without sounding rude?
Use phrases like, "Just to make sure I understand correctly..."
What’s a good way to follow up after a solution is offered?
Contact the customer to make sure the issue is resolved and they’re satisfied.
What’s a risk of rushing a customer?
They may feel unimportant or you may lose a client who is serious about booking.
What can happen if you miss small details?
You may give the wrong info, miss a sale, or damage trust.
What’s an example of an empathetic phrase during a complaint?
"I understand how that could be frustrating—let's see how I can fix this."
Roleplay: A customer seems unsure about what they want—what do you say?
"Can you tell me more about what you’re looking for?"
Fast reaction: A customer says a product not what they want—what do you do?
Apologize, empathize, assess the issue, and offer options (replace, refund, etc.).
Share a strategy to manage peak-hour chaos.
Prioritize urgent tasks, communicate clearly, delegate when possible.
How can you remember repeat customers’ preferences?
Take notes