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STC Activity

SKILLS BUILDING: Expressing Empathy Instructions: To complete this activity read the description below and write responses to the questions. When you trainer indicates, be prepared to discuss your responses with the rest of the class.

Description Empathy has been described as: “The capacity to know emotionally what another is experiencing from within the frame of reference of that other person, the capacity to sample the feelings of another or to put oneself in another’s shoes.” - D. M. Berger (1987). Clinical Empathy. Northvale: Jason Aronson, Inc. In other words, an empathetic response meets four conditions:

  1. An awareness of the state of being of another
  2. An understanding of the condition
  3. A personal identification with the situation
  4. An appropriate, affective response

Empathy is more than feeling sorry for someone, it is about connecting to what the customer is experiencing and then acknowledging it. With every call, your response should be tailored to your customer’s situation and needs.

Here is an example: “Wow, it sounds like you have some trouble with receiving your delivery as expected. I can understand how frustrating this can be and am really glad I got your call. I can help you resolve this quickly.”

Question Your Response

  1. A subscriber called in because their bill is more than what they expected. How would you provide empathy in this situation?

Thank you for bringing this to our attention, we understand that it is very concerning to notice that your bill is way more than what you normally expected. No worries, since I am on the line, let us figure this billing confusion together. All right, hold on let me pull out your account and see what we can do!

  1. A subscriber called in because they need to stop delivery for a week while they are on vacation. How would you show empathy in this situation?

Oh it's nice to here that you're having your vacation! No worries since I'm on the line I am honored to assist you. Wait a second, let me just pull out your account and process your temporary hold quickly.