Test The Power of Empathy

1st QUESTION: How is empathy defined in the context of the text?

There is no difference, they are the same
Empathy is only used when the customer is right
Agreeing is more effective in resolving conflicts
Empathy allows you to recognize the client's emotions without having to agree with them

Using many empathetic phrases in a row without saying anything else
Accumulate customer problems to resolve them all at the end
Combine an empathetic phrase with another action, such as a refusal or a request, to enhance its effect
Ignoring empathy and focusing only on the solution