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It can be difficult to empathize with customers, though. I work in customer service. I sound like I care about the problems people tell me, but actually I don't.
Compassion and empathy sound like synonyms, but they're two different skill sets. Here's how and why to hone both qualities, according to psychologists.
The foundation of empathic design is observation and the goal to identify latent customer needs in order to create products that the customers don't even know they desire, or, in some cases, solutions that customers have difficulty envisioning due to lack of familiarity with the possibilities offered by new technologies or because they are locked in a specific mindset.
Empathy: the provision of caring, individualized attention to customers Responsiveness: the willingness to help customers and to provide prompt service These are the five dimensions of service quality that form the basis of the individual items in the SERVQUAL research instrument (questionnaire).
Empathy is generally described as the ability to take on another person's perspective, to understand, feel, and possibly share and respond to their experience. [1] [2] [3] There are more (sometimes conflicting) definitions of empathy that include but are not limited to social, cognitive, and emotional processes primarily concerned with understanding others.
In the video, Pierce says she also tried to empathize with the girls at the table, hoping to make them feel less uncomfortable. ... even while in a customer service role. ...
Emotional contagion and empathy share similar characteristics, with the exception of the ability to differentiate between personal and pre-personal experiences, a process known as individuation. [ clarification needed ] In The Art of Loving (1956), social psychologist Erich Fromm explores these differences, suggesting that autonomy is necessary ...
Often mistaken for compassion — sympathy or concern for others' suffering or misfortune — empathy is the experience of understanding and actually sharing the feelings of someone else.