Which of the following statements empathize with the customer or helps resolve a conflict? (Choose three.)

Question

Options

• A"Calm down. You are being ridiculous."
• B"These devices are expensive, I cannot change that."
• C"Please control yourself. That is not how it works."
• D"I'm sorry to hear that."
• E"I can understand why you are upset."
• F"It is not possible to repair it by Monday."
• G"You are right. I would be frustrated as well."

• A
  11% (2)
• C
  6% (1)
• D
  78% (14)
• F
  6% (1)

Explanation

Options D, E, and G are correct because they each acknowledge the customer's feelings without judgment: "I'm sorry to hear that" (D) validates their experience, "I can understand why you are upset" (E) directly expresses empathy, and "You are right. I would be frustrated as well" (G) goes further by affirming their reaction as reasonable. The distractors A ("Calm down. You are being ridiculous") and C ("Please control yourself") are dismissive and condescending, which escalates conflict rather than resolving it. Options B and F are blunt, negative statements that shut down conversation - they state limitations without softening the message or offering alternatives, which feels unhelpful even if factually true.

Memory tip: Look for responses that validate feelings and use first-person empathy phrases ("I'm sorry," "I understand," "I would feel that way too"). If a response tells the customer how to feel or leads with a flat "no," it fails the empathy test.

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