Final answer:
Expressing empathy means understanding the customer's feelings, but it does not guarantee that they will get the exact outcome they wanted. It involves providing considerate and caring customer service within the bounds of what is possible.
Step-by-step explanation:
Expressing empathy does not necessarily mean that the customer will receive the exact outcome they wanted. The correct answer is 2) No. Empathy involves understanding and sharing the feelings of others. While empathy is an important part of customer service, it does not guarantee a specific resolution. Instead, it's about acknowledging the customer's feelings, showing that you care about their concerns, and striving to find the best possible solution within the company's policies and capabilities. Sometimes, what the customer desires may not be feasible, but a good customer service representative will offer alternatives that address the customer's needs to the greatest extent possible.