The Best empathy phrase for each situation

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The Best empathy phrase for each situation

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Samar Hebashy

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The Best empathy phrase for each situationVersión en línea The Best empathy phrase for each situation por Samar Hebashy 1 The customer can't log in to their Amazon account a I can imagine how confusing this charge must have been. b I realize this delay has caused a lot of trouble, and I’m here to help fix it. c I’ll do everything I can to help you get back in right away. 2 The order is late / The order is missing Choose one or more answers a I know how important it is to receive your order on time. b I understand how disappointing it is to wait longer than expected. c I realize this delay has caused a lot of trouble, and I’m here to help fix it. d I completely understand the urgency of this delivery. 3 The customer was double charged and needs that money back a That’s just how the system works sometimes. b I can’t do anything from my end. c That must be upsetting. Let’s look into this right away so we can get your funds back. 4 "I’ve called three times already and no one fixed my problem!” a It's not my fault, you’ll have to explain everything again b I’ll take full responsibility and make sure we get it sorted now. c Calm down. I just got your case, and I can’t help what the others did. 5 A customer ordered a yoga mat but received a kitchen scale instead a Oh that must be confusing. I’ll sort this out for you right away. b It happens. Just return it and try again. c Are you sure you didn't order a kitchen scale? Maybe someone else in your house ordered it. 6 “I opened the box and my coffee machine was cracked!” a Cracked how? Can you prove it? I don't think it's a big deal. b Send it back if you want a new one, I guess something happened during shipping. c That must have been really frustrating to discover. Let me help you with a replacement right away. 7 Which sentence/s doesn't show empathy. Choose one or more answers a It’s not my fault. b You’ll just have to be patient. c There’s nothing I can do.

The Best empathy phrase for each situationVersión en línea

The Best empathy phrase for each situation

por Samar Hebashy

The customer can't log in to their Amazon account

I can imagine how confusing this charge must have been.

I realize this delay has caused a lot of trouble, and I’m here to help fix it.

I’ll do everything I can to help you get back in right away.

The order is late / The order is missing

Choose one or more answers

I know how important it is to receive your order on time.

I understand how disappointing it is to wait longer than expected.

I realize this delay has caused a lot of trouble, and I’m here to help fix it.

I completely understand the urgency of this delivery.

The customer was double charged and needs that money back

That’s just how the system works sometimes.

I can’t do anything from my end.

That must be upsetting. Let’s look into this right away so we can get your funds back.

"I’ve called three times already and no one fixed my problem!”

It's not my fault, you’ll have to explain everything again

I’ll take full responsibility and make sure we get it sorted now.

Calm down. I just got your case, and I can’t help what the others did.

A customer ordered a yoga mat but received a kitchen scale instead

Oh that must be confusing. I’ll sort this out for you right away.

It happens. Just return it and try again.

Are you sure you didn't order a kitchen scale? Maybe someone else in your house ordered it.

“I opened the box and my coffee machine was cracked!”

Cracked how? Can you prove it? I don't think it's a big deal.

Send it back if you want a new one, I guess something happened during shipping.

That must have been really frustrating to discover. Let me help you with a replacement right away.

Which sentence/s doesn't show empathy.

Choose one or more answers

It’s not my fault.

You’ll just have to be patient.

There’s nothing I can do.

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The Best empathy phrase for each situation

Test

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The Best empathy phrase for each situationVersión en línea

por Samar Hebashy

The customer can't log in to their Amazon account

The order is late / The order is missing

Choose one or more answers

The customer was double charged and needs that money back

"I’ve called three times already and no one fixed my problem!”

A customer ordered a yoga mat but received a kitchen scale instead

“I opened the box and my coffee machine was cracked!”

Which sentence/s doesn't show empathy.

Choose one or more answers

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