Customer Service Incompetence: Empathy Only For Tears 

People Withhold Empathy Until They See Tears Because …

  • They are not listening to customer’s words and tone of voice. They are too busy reading from a script and stating procedures.
  • They feel overwhelmed by current work conditions. Instead of focusing on customer’s stress, they are focusing on their own.
  • Leadership has told them to enforce procedures. Leadership has failed to say that procedures are a guide not a big bat.
  • They don’t like themselves or their jobs. They are thinking of the customer as someone who makes their lives difficult.
  • They have low intuition and/or low emotional intelligence. It’s not until the customer becomes very upset that they see the human need.
  • Leadership has not trained staff in how to develop and show empathy. 


by Kate Nasser |