The problem of "empathy"

Written by Janet Curran,

The word “empathy” is one that gets bandied about a lot these days, with the focus on emotional intelligence and needing to “understand” customers. Many years ago in Huthwaite when I was first embarking on analysing customer service complaint calls “empathy” was one behaviour that I wanted to look out for. It led to a certain amount of internal discussion about how we could recognise empathy in verbal behaviour, because in Huthwaite what we analyse is what is actually said.

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