What’s the Difference Between Empathy and Sympathy?

In customer service, showing empathy is essential to understanding and addressing customer needs effectively.

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.

To find out more, we spoke to Chris Mounce, Product and Training Specialist, EvaluAgent, to explore the difference between empathy and sympathy statements, and when you would need to use them.

Video: Empathy Statements Explained

Watch the video below to hear Chris explains the difference between empathy and sympathy statements, and when you would need to use them.

With thanks to Chris Mounce, Product and Training Specialist, EvaluAgent, for contributing to this video.

★★★★★

Empathy vs Sympathy

While empathy and sympathy may seem similar, they have distinct meanings, especially in customer service.

“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.”

What is Sympathy?

Sympathy is when you view a customer’s situation from your own perspective and express how you think it must feel for them.

This can sometimes come across as pity or insincerity, as it doesn’t necessarily reflect an understanding of their experience.

“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.”

For example, saying, “I’m sorry you’re dealing with this” might sound caring but doesn’t acknowledge their specific feelings.

What is Empathy?

Empathy involves understanding the customer’s situation from their perspective. It’s about imagining yourself in their position and appreciating how they feel in that moment.

“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.”

This approach shows genuine connection and understanding. A statement like, “I can see why this situation would be frustrating for you” communicates empathy effectively.

Why Is Empathy Important in Customer Service?

Customer service agents often rely on words alone to convey understanding.

Demonstrating empathy builds trust and makes customers feel heard and valued. It goes beyond merely acknowledging a problem by addressing the emotional impact on the customer.

When to Use Empathy Statements

Empathy statements are especially useful during challenging interactions when customers feel frustrated, angry, or upset.

For instance, phrases like:

“I understand how this must have been difficult for you.”
“I can see why this would be upsetting.”

These statements validate customer emotions and create a sense of partnership in resolving their issue.

By distinguishing between empathy and sympathy, agents can ensure they approach customers with genuine understanding and care, improving the overall customer experience.

If you are looking for more great insights from the experts, check out these videos next:

Author: Chris Mounce
Reviewed by: Robyn Coppell

Published On: 17th Nov 2023 - Last modified: 29th Apr 2025
Read more about - Video, Chris Mounce, Empathy, EvaluAgent, Videos