Empathy and Compassion is the ability of Customer Support & Service professionals to understand, connect with, and effectively respond to customers' feelings and pain points. It involves responding with kindness and genuine concern, strengthening customer relationships and fostering satisfaction and loyalty.

Level 1: Emerging

At an emerging level, you are starting to demonstrate understanding and sensitivity towards customer needs and feelings. You may occasionally struggle to show empathy under challenging circumstances.

Level 2: Proficient

At a proficient level you are able to demonstrate empathy and compassion towards customers by actively listening, showing understanding, and providing personalized support to meet their needs and build rapport effectively.

Level 3: Advanced

At an advanced level, you are able to deeply empathize with customers, understanding their emotions and needs, and show authentic compassion in your interactions to provide exceptional support and service.