empathy vs sympathy - how to empathize vs sympathize

When a service provider wallows in a customer’s misfortune, there are two victims instead of one.

Empathy vs Sympathy in Customer Service Explained

Whenever emotions run high in a customer interaction, especially when things are going wrong, it’s easy to get caught up in a customer’s emotional world so when responding to customers, it’s important to know the difference between empathy and sympathy. Many people interchangeably use the words but knowing the difference when to sympathize and when to empathize, can help you give a more appropriate response.

 

• Sympathy (To Sympathize) involves identifying with, and even taking on, another person’s emotions. A sympathetic response is, “I’m really angry about those centerpieces, too.”

 

Empathy (To Empathize) means acknowledging and affirming another’s emotional state. An empathetic response is, “I can understand why that makes you angry.”

 

TIP:

When a service provider wallows in a customer’s misfortune, there are two victims instead of one. As a service professional, you need to see the clear difference between what happened and who it happened to—and work on the former to bring things back to normal.

 

What’s the Difference?

Responding to customers with sympathy—getting as upset as they are—puts you on an emotional roller coaster and can leave you worn out and frazzled at the end of the day. The trick is to be emotionally aware and sensitive without becoming too emotionally involved. When you respond with empathy, you stay calm and in control of yourself. Only then you become at your absolute best: ready, willing, and able to help your customer meet his needs or solve his problem.

Showing empathy for customers allows you to be professional and caring at the same time. It also makes customers feel that they are important and whay they are saying matters. Empathy cannot be handed out by a machine; it’s something one person does for another.

For more customer service skills, check out our Instant download customer service training package “Vision, Energy & Passion To Serve”

Instant Download Training packages

Resources

Explore Free Assessment Tools

Unlock valuable training tools for your team.

Assessing Your Organisation’s Culture Questionnaire
Assessing Your Organisation’s Culture Questionnaire

Please indicate how strongly you agree or disagree with the following statements. First, decide upon your unit of analysis – the entire corporation, a division, a function, or even a small team. To identify the many cultures in which you operate, you may need to take this test more than once.

Assertiveness profile and scoring quiz
Assertiveness profile and scoring quiz

Please answer all 36 questions below to have your final assertiveness score calculated

Are You a Visual, Auditory or Kinaesthetic Questionnaire
Are You a Visual, Auditory or Kinaesthetic Questionnaire

You chose mostly B’s … You have an AUDITORY learning style. Below is an explanation for each style but before you read on, it’s recommended to take the questionnaire first before going through the explanation as this may influence your answers.  If you chose mostly A’s you have a VISUAL learning style. If you chose mostly B’s […]

Blog

Free Training Blogs

Lorem ipsum dolor sit amet, consectetur adipiscing elit.

Free Trainer Tips

3 min read

Tips on how to deal...

Dealing with learners from different generations requires a tailored approach...

Free Trainer Tips

2 min read

Networking for your Success as...

Here are some best practices for a business trainer to...

Free Trainer Tips

4 min read

How to set training fees

When starting out in your own training business one of...

Save over $1500 and Get each full program for under $99.00 & 6 Mini Courses free

Get all our training Packages and Save!

To discover how our training course materials can help you boost engagement, deliver impactful training, and enhance your team’s knowledge on the topics that matter most to you, explore our  frequently asked questions, or reach out to us directly for more information.
And don’t miss our testimonials page to see what trainers, business professionals, team leaders, and consultants are saying about their experiences with us!