What’s the Difference Between Empathy and Sympathy? Related Articles Empathy Statements for Customer Service With Examples An Action Plan for Customer Empathy 26 Great Techniques for Showing Real Empathy in Customer Service Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge 271 Filed under - Video, Chris Mounce, Empathy, EvaluAgent, Videos Chris Mounce at EvaluAgent explains the difference between empathy and sympathy statements and when you would need to use them. What Is an Empathy Statement and When Would You Need to Use One? Showing empathy is an important skill for anyone to have. But it’s very important as a customer service agent. Empathy can be demonstrated in a number of ways. But when it comes to agents, we only have what we say to show that we can understand the customer’s situation. We need to be careful, though, that we don’t mix up sympathy with empathy. Sympathy is when we view the customer situation from our own viewpoint and express how we think that must be for them. And that can sometimes convey that you’re saying sorry for them, or you pity them, but you don’t necessarily understand what they’re going through in that moment. Chris Mounce So we show empathy by exploring the customer’s situation from their perspective. We try to see things as they see them, and that allows us to appreciate how they feel. Empathy is best described as placing yourself in that person’s place, trying to see the world as they experience it, as best as you can. With thanks to Chris Mounce at EvaluAgent for contributing to this video. If you are looking for more great insights from the experts, check out these videos next: Tips to Reduce Repeat Contacts How to Improve Your QA Why FCR Matters and How to Measure It What Are Some Challenges to QA? Author: Chris Mounce Reviewed by: Robyn Coppell Published On: 17th Nov 2023 - Last modified: 21st Nov 2023 Read more about - Video, Chris Mounce, Empathy, EvaluAgent, Videos Recommended Articles Empathy Statements for Customer Service With Examples An Action Plan for Customer Empathy 26 Great Techniques for Showing Real Empathy in Customer Service Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge Related Reports White Paper: Voice in a Multichannel World White Paper: Artificial Intelligence - Its Place in the Contact Center White Paper: Consumer Duty Compliance Through Effective QA The Essential Team Leader Playbook Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter