“Empathy” – the word, has only been in existence for around hundred years.  It was coined in 1909 by psychologists and academics that spent a bunch of time theorizing about the idea of knowing what another person is thinking or feeling.  We spend a bunch of time theorizing how important empathy is in customer service and we spend a bunch of time making sure our people have an understanding about how important it is to demonstrate empathy on calls.  Our....

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