Question

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. what is she using?

Answer 1

Nysa is showing empathy.

Step-by-step explanation:

I got 100% on Post Test: Skills for College and Career Success

Answer 2

Answer: The correct answer is empathy!

Step-by-step explanation:

She put herself in the customers shoes and voiced that she was understanding. She was also patient but they emphasized how considerate she was in the example, so empathy is the answer ;)