“My dear. A lack of compassion can be as vulgar as an excess of tears.” – Violet
Yes, I spent the weekend binge-watching Downton Abbey (don’t judge me!) and I’m curious to hear what the last show you binged might have been!
Speaking of empathy. It’s important. You don’t need to agree with your caller, but offering a statement of understanding or compassion is the first step in solving customer concerns. And, like the dowager says, a lack of compassion is not pretty.