We must ensure the customer service rep FEELS what it is like to be the customer. Empathy is the number one feeling behind an effective customer experience. If the customer service rep feels, displays and communicates empathy, then the customer instantly feels like their needs are being met.
We first learned about empathy from Aristotle. He called it pathos, and reasoned that if the audience at first didn’t like you, then they weren’t going to listen to you, let alone do what you want.
We first learned about empathy