Question

select the correct answer from the drop-down menu.
read the passage. what customer service skills is nysa showing?
nysa works in an electricity distribution company’s customer service department. one day she gets a call from a customer who is furious that he had to pay the bill and fine of the previous owner, who was stealing electricity. he uses a lot of offensive language and seems to be holding nysa personally responsible for sending him the bill. nysa tries not to feel angry and irritated. she tries to imagine how she would feel if she had to pay a bill that wasn’t hers. she tells the customer that she understands how he feels and promises to do whatever she can to cancel the bill. she also apologizes for the utility company’s blunder.
nysa is showing drop - down

Explanation:

1. Empathy: Nysa tries to imagine how the customer feels (putting herself in his shoes) and tells him she understands his feelings.
2. Patience: She doesn't get angry back despite the customer's offensive language.
3. Problem - solving: She promises to do what she can to cancel the bill.
4. Professionalism: She apologizes for the company's mistake and handles the situation in a professional manner. Among these, empathy is a core skill shown as she attempts to understand the customer's emotional state.

Answer:

Empathy (and related customer service skills like patience, problem - solving, and professionalism)