Episode Description:

In this episode of Everyday Learning, Michelle and Kaiz clarify two words that are often used interchangeably in service, but have very different meanings — sympathy and empathy.

Sympathy is feeling for someone. Empathy is feeling with them. In frontline roles, empathy is the more powerful professional skill because you cannot share every customer’s experience, but you can always understand their perspective. Empathy allows you to connect with emotion, not circumstance.

Through a practical service example, Michelle and Kaiz show how empathy transforms interactions. When customers feel understood, frustration softens and trust begins to form. Small shifts in language and mindset can turn difficult moments into meaningful connection.

Today’s Mantra:

“Empathy connects, even without shared experience.”

Exercise for Frontliners:

The next time a customer or colleague expresses frustration, pause before responding. Instead of relating it to your own experience, imagine the situation from their point of view and acknowledge how they feel. Notice how this changes the interaction.

Manager Reflection:

Leaders, coach your teams on empathetic language. Encourage phrases that validate feelings, such as “That sounds difficult” or “I can see why you’re upset.” When empathy becomes part of everyday communication, service quality and trust rise together.

Listen, reflect, and share this episode with someone who serves with heart.