Liberty Mutual Mock Interview
Practice 35 Liberty Mutual interview questions covering customer service, risk assessment, and insurance industry expertise.
Question 29 of 35
How do you define empathy?
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
Empathy means understanding the nature and feelings of another. One aspect of mastering effective communication is being adept at listening, mirroring, and empathizing with another. A customer service experience is rarely positive when lacking empathy. When the interviewer asks you to define empathy, they are asking how empathy fits into your work style, communication style, and approach to the customer experience you deliver.
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"I consider myself very empathetic. I take time to listen and contemplate. People want to feel heard, and when you make them feel heard by not interrupting them and validating what they've shared with you, you empathize with them. After you've done this, you'll earn their trust through your responses. This is how I interpret the adage 'the customer is always right,' but I rephrase it as 'the customer is always heard.' When a customer truly feels heard, they'll more readily trust that you are trying to help them."
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Anonymous Answer
Empathy is literally taking on the feelings of another person. Really getting a full understanding of what they are experiencing and mirroring that emotion.
Marcie's Feedback
Exactly! Do you consider yourself an empathetic person? If so, how will this trait help you in this role? Can you give an example of a time when you showed empathy toward another person?
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