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Listening with empathy is an important aspect of all great customer service.
It becomes especially critical when the other person is a customer with a
grievance and in a lot of pain.
Empathy implies hearing and listening patiently, and with full attention, to
what the other person has to say, even when you do not agree with it. It is
important to show the speaker acceptance, not necessarily agreement. One
can do so by simply nodding or injecting phrases such as "I understand" or "I
see."
Test Yourself 5
Which among the following is not an element of active listening?
I. Paying good attention
II. Being extremely judgemental
III. Empathetic listening
IV. Responding appropriately

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