em·pa·thy > the ability to understand and share the feelings of another

From Our Recent Customer Care Empathy Training for the DMAIPH team

em·pa·thy > the ability to understand and share the feelings of another.

Per Webster’s… Empathy is

…the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner.

Per Wikpedia…

Empathy is the capacity to understand what another person is experiencing from within the other person’s frame of reference, i.e., the capacity to place oneself in another’s shoes.

So any way you slice it, empathy is about feeling the pain of another in a way that helps ease some of that pain.

Empathy training is sorely lacking across the call center industry as this kind of soft skills training is taught like a technical skill. You can’t just lecture of empathy. You have to role play and write open ended scripts and practice it until its second nature.

If DMAI is to succeed, we need to have better the average empathy training. If we want to be a great company then we need to have best in class empathy training to make sure we are there for our customers.


Analytics Leadership – DMAIPH specializes in arming the Data-Driven Leader with the tools and techniques they need to build and empower an analytics centric organization. Analytics leadership requires a mastery of not just analytics skill, but also of nurturing an analytics culture. We have guided thousands of Filipino professionals to become better analytics leaders. Contact DMAIPH now at analytics@dmaiph.com or connect with me directly to discuss a uniquely tailored strategy to ensure you are the top of your game when it comes to Analytics Leadership.


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