Empathy & sympathy in CS
All words in the blog post are expressed from in person experiences as a black woman in customer service. I’'m here as the voice advocate for small owned businesses with a deeper focus for our black-owned, women owned, nonprofits, and even your side hustle passion.
With that said, time for some realness in the field of customer service. It took me a while to understand the difference between empathy and sympathy. I’ like they are the same just one you apply a little less (sympathy) when helping a customer/client. That was until I encountered a situation that showed me the difference between the two.
Empathy: Plan and simple (no reason to sugarcoat) empathy is the genuine connection and having the ability to create it. Saying “ I know this is important to have the right size since your event is upcoming”. Expressing that can show the customer/client you understand their feelings and not just agreeing with them. Relating to their situation.
Sympathy: Is just that, sympathizing with the customer/client to show pitty about the concern . The emotion may come off as vague and further can cause frustration, when the customer/client only wanted someone to hear about the TRUE concern they need help with. Just saying I’m sorry does’t always bypass fully understanding your customer/client. Unable to relate to their situation (as it may not have happen to you before).
Empathy*Sympathy Points
E- I understand, I can relate
S- I’m sorry-just bland
E- I know this is important to you
S- I am sorry to hear that
E- Thank you for sharing that with me
S- I am sorry and will see what I can do
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