Is Empathy Necessary for Effective Customer Service?

  • February 15, 2015

Empathy: the ability to understand and share the feelings of another.

Empathy can go a long way in customer service and create a lasting impression for customers. Is empathy necessary for effective customer service? We say yes. Customers need to feel cared for. For example, a few days ago I was on the phone on a customer service line and I could tell the customer service representative was less than thrilled to be on the phone with me. I bought a product and after a few months it was broken already. She told me the product I bought was out of warranty and there was nothing she could do about it and was sorry. I could tell by her robotic response she wasn’t very empathetic towards my situation. She gave a slight apology and ended the call. 

As receptionists, we can offer empathy to many customers throughout the day. Being caring and understanding with customers is always helpful for customers when they are in a dire situation. What can you do to be more empathetic with customers? In the end, customers need to feel that someone else cares about whatever situation they are dealing with.

So the answer is yes! Empathy is absolutely necessary to use in customer service.

Why is empathy imperative for providing customer service?

  • helps customers get through difficult situations
  • makes your business seem more human and personable
  • shows customers they are involved in the customer service process
  • shows the company cares for the individuals


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