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No Reason




Customer service reps are often taught to be empathic, to put themselves in the customer's shoes. But research suggests empathy isn't the skill you're looking for.

Distorted judgment
"Bloom also points out that when motivated by empathy, our actions may lack reason.
Imagine a service error produces a storm of angry clients demanding compensation. When guided by empathy, customer service agents will be more likely to offer compensation to those who clearly shows their emotions (e.g. by crying) than to those who calmly explain their story.

To prevent this unequal customer treatment, service reps should be guided by something else than empathy."

"The compassion alternative
So what, then, is the alternative to empathy?  Bloom makes a case for 'rational compassion'."

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