Use the following scenarios to discuss empathy and how it applies to support agents. Each…

Use the following scenarios to discuss empathy and how it applies to support agents. Each scenario has two possible actions. Put yourself in the role of the support agent.

For each scenario, ask yourself the following question: Which of the two actions showed empathy, and why?

Scenario 1

A frustrated consumer walks into the local Apple store and wants help transferring photos from her old iPhone to her iPad. She must wait 35 minutes for an agent to help.

  • Action 1: After hearing the issue, the support agent quickly explains how it’s the holiday season and very busy. He then transfers the photos and gives the equipment back.
  • Action 2: The support agent puts himself in the consumer’s situation and first introduces himself, apologizes for the delay, and then walks through the process with the consumer step-by-step to ensure she understands.
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