What is empathy?
The long version: Empathy is the capacity to understand or feel what another person is experiencing from within their frame of reference, i.e., the capacity to place oneself in another's position.
The short version: The ability to put yourself in someone else’s shoes.
As a service professional you need to be empathetic. To you a flat tire might seem like no big deal, but to others it can be very frustrating. A flat tire could be the difference between getting in that one weekly ride; a ride that could make a person healthier and happier. A ride that could make the person a better spouse, parent, co-worker or friend.
Every time a frustrated customer walks up to your service counter you have the opportunity to make their lives better. Try to practice a bit of empathy and we can pretty much guarantee you will earn a customer for life.