What Is Empathy? 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 How to Coach Empathy in the Contact Centre – With Three Training Exercises © favorita1987 - Shutterstock - 1070472446 248 Filed under - Definitions, Empathy Empathy is a concept developed by the psychologist Carl Rogers (1902-1987). Empathy is the ability for an agent to put themselves into the customer’s shoes. Many call centre agents lack empathy as, whilst they deal with the call as best as they can, the caller is just another caller to them. When you add empathy into the mix, the agent feels the same concerns as the caller. Empathy is a great tool to help show customers that an agent is on their side, and empathy statements can be used in many difficult customer situations. For some great examples of empathy statements, read our article: Empathy Statements for Customer Service – with AER Statement Examples Author: Robyn Coppell Published On: 17th Feb 2023 Read more about - Definitions, Empathy 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 How to Coach Empathy in the Contact Centre – With Three Training Exercises 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