What is

empathy?
What is empathy ?
Why is emp
athy
It is t he c a p a cit y to important?
d h o w a n ot her
understan r how
th e w o rld o Empathy he
person sees ab o ut lps us to bu
ild
fe eli n g trust and ra
they may be pport with
the
e rta in sit ua tions. employees
c and demon
that we val strates
ue them as
individuals
and care ab
out
their conce
rns.

What is expected
from you?
To acknowledge the
employee’s concern and
empathize once the employee
has expressed the reason for
their call and if any other
applicable issues arise during
the contact.
 Some examples:

If the customer expresses If the customer has pay

frustration, is upset with related or hardship
the process of their case: concerns:

y o u f ee l. 1. I am really sorry for this

ho w
1.I totally get ap o lo g ies , I
w o rk w it h y ou. situation. My
Let me et o m a k e it r ig ht.
oin t o f v iew .L will try t
2.I see your p 2. Iu nd e rs ta n d h ow
me help you. 3. important pay is for you
.
3. s orr y a bo ut the
I am ’t im a g in e h ow
confusion. I can
l th is is f or y ou.
stressfu

If the EE is requesting Empathy statements

general assistant for their related to benefits
concern: enrollment:

o rt a n ce o f o ur
g et it.I a m s orry 1. The imp
1. I totally cove rag e is c er t ainly
r th e c o n fu s ion. ill b e
fo , a n d I w
e s t o ta l s en se. clear to me
2. That mak g iv e y o u all the
w h a t I c an do happy to
3. Let me see informa tio n y o u n e e d.
for you