Empathy - the ability of an individual to project his or her own personality into a situation and understand it; a quality deemed desirable in salespeople who must be able to see the product from the buyer's point of view.
Emotional empathy-the ability to understand other people's emotions
Positive/negative outlook-a person's outlook on life can be upbeat and optimistic or depressed and negative; most people fall somewhere in between ...
Also demonstrate your empathy by referring to any similar problem you’ve had. “Yes, I can see how that must have cost you time. Something similar happened to me...' ...
So, how can you use words to create empathy? First, you need to understand your customers. And one powerful way to accomplish this is by using culture references.
SERVQUAL Lets retailers assess the quality of their service offerings by asking customers to react to a series of statements in five areas of performance: reliability, responsiveness, assurance, empathy, and tangibles.
 See also: Customer, Marketing, Market, Purchase, Point
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