If an employee listens to a customer problem and gives a solution but does not acknowledge the customer's feeling, which aspect remains weak?
Answer and explanation
Correct answer: Empathy
Solving the practical problem is important, but customers also want their frustration, worry, or inconvenience to be recognised. Empathy means noticing and acknowledging another person’s feelings without necessarily agreeing with every claim. A brief statement such as “I understand this has been frustrating” can build trust before the solution is explained. Therefore, empathy is the weak aspect.
Frequently asked questions
What is the correct answer to this question?
Empathy
Why is this the correct answer?
Solving the practical problem is important, but customers also want their frustration, worry, or inconvenience to be recognised. Empathy means noticing and acknowledging another person’s feelings without necessarily agreeing with every claim. A brief statement such as “I understand this has been frustrating” can build trust before the solution is explained. Therefore, empathy is the weak aspect.
Which subject and chapter does this question cover?
This is a Class 9 Artificial Intelligence question. Chapter: Communication Skills-I. Topic: Perspectives in communication and barriers.
