What exactly is customer service-specific empathy? And how do you go about training employees in it (if, in fact it can be trained for) and deploying its power at your company? Let me back up. If you ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

John Jordan is the head of The Academy at Bank of America, leading learning, onboarding and skills development for 200,000+ employees. Empathy—the ability to put ourselves in someone else’s shoes—is ...

Many people treat empathy the way they treat height or eye color; in other words, as something baked in from birth. We hear this in everyday phrases like “she’s such a good kid” or “he’s just not very ...