In customer support, empathy is everything—we need to be able to put ourselves in our customers’ shoes, feel their pain, give them the kind of help we’d want to receive whenever we have a problem. Potential hires are even tested for empathy before joining the team. — Every once in a while, admittedly, my empathetic skills can be … challenged. And sometimes I make mistakes.
A great reminder on how important empathy is when it comes to customer support. Sympathy is one thing but you want support reps to be able to empathize with your customers.