---
title: Why Practice Empathy for Your Business?
description: Every person who contacts your business expects a professional response. Learn how empathy can increase customer retention and quality metrics.
image: https://www.abetteranswer.com/hs-fs/file-4055315483-jpg/blog-files/a-better-answer_blog-header_why-practice-empathy.jpg
---

[![A Better Answer Call Centers](https://www.abetteranswer.com/hs-fs/hubfs/optimized/ABA_Logo_-_June_Picture_Blue_Trademark%20(1).png?width=135&height=146&name=ABA_Logo_-_June_Picture_Blue_Trademark%20(1).png "A Better Answer Call Centers")](https://www.abetteranswer.com)

We'd Love to Hear From You:[1-866-442-9500](tel:1-866-442-9500)

[![GET A FREE QUOTE](https://hubspot-no-cache-na2-prod.s3.amazonaws.com/cta/default/131482/50344ecf-861c-4fe6-a146-a87233d09839.png)](https://hubspot-cta-redirect-na2-prod.s3.amazonaws.com/cta/redirect/131482/50344ecf-861c-4fe6-a146-a87233d09839)

[**search](https://www.abetteranswer.com/blog/2015/08/why-practice-empathy-for-your-business/#)

# A Better Answer Blog

## Why Practice Empathy for Your Business?

by [Jessica Brown](https://www.abetteranswer.com/blog/author/jessica-brown), on Aug 31, 2015 11:48:10 AM

[![call center](https://www.abetteranswer.com/hs-fs/file-4055315483-jpg/blog-files/a-better-answer_blog-header_why-practice-empathy.jpg?width=800&height=288&name=a-better-answer_blog-header_why-practice-empathy.jpg)](https://www.abetteranswer.com/hs-fs/file-4055315483-jpg/blog-files/a-better-answer_blog-header_why-practice-empathy.jpg)

If you’ve ever experienced a frustrating call to customer service, you may already understand how empathy is a preferred customer service trait. Generally, when making a call to a business, a caller is looking for assistance and hopes someone will listen to them. An empathetic ear can make a difference in how the call is handled and whether the caller continues to do business with your company.

Empathy, however, is a skill that must be practiced and honed. Here are some tips on how and why empathy is good for your business.

### A Natural Response

Merriam Webster defines empathy as the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner.

In a recent article by Chad Fowler, he describes how empathy is a natural response for him. He is a self-described introvert who prefers smaller crowds because he is continually “trying to read and understand the feelings and motivations of those around me.” Not everyone is naturally empathetic.

Practicing empathy means being willing to put yourself in another person’s shoes. Mr. Fowler’s article describes many reasons that empathy enhances relationships including:

- You will better understand the needs of your customers at work.
- You will find it easier to deal with the negativity of others if you can better understand their motivations and fears.
- You will learn how to motivate the people around you.

Customer service requires empathetic responses in order to make a caller feel comfortable, heard and understood. Empathy may also help the customer turn around to a positive viewpoint which only increases the likelihood of a stronger customer-business relationship.

### Strengthen Your Skill

An empathetic ear means a listening ear. Sometimes, listening can be challenging when an irate or frustrating person needs to vent. Instead of avoiding the call or mentally disconnecting from the caller, use the opportunity to strengthen your empathetic muscle.

Here are a few other ideas for strengthening empathy:

- Actively listen – slow down and take in what the other person is saying. If you find yourself formulating a response while they’re still speaking, shake it off and listen closer.
- Find common ground – you may recall when you were in a similar situation with a customer and can remember how you felt. Channel that and respond with understanding.
- Be human – if you’ve made a mistake, admit and correct. If you need clarity, ask for it. Treat the caller as another person and not a number. This will go far in building trust.
- Follow up – if it is possible to follow up with the customer, even so far as getting them directly to the person they need, do it. Making sure their complaint is resolved will show that you really do care.

Answering tens or hundreds of calls per day, it is easy for some customer service representatives to become numb to the needs of others. A cheap answering service may take your calls but they may not be contributing to your business. Every phone call is an opportunity to build a relationship or gain customer loyalty. When assessing the right call center or answering service for your business, make sure that empathy is as an important part of their training and development as anything else.

[![Get a Quote for Free](https://hubspot-no-cache-na2-prod.s3.amazonaws.com/cta/default/131482/ce528dbe-901b-4633-ae8c-dbef2ca7da54.png)](https://hubspot-cta-redirect-na2-prod.s3.amazonaws.com/cta/redirect/131482/ce528dbe-901b-4633-ae8c-dbef2ca7da54)

Topics: [Better Service](https://www.abetteranswer.com/blog/topic/better-service)

- [Tweet](https://twitter.com/share)

### About this blog

A Better Blog is your number one resource for what’s trending in the call center industry. Stay tuned to this page for articles, blog posts and other insights from a company that’s been the best in the business for almost half a century.

### Subscribe to get more great content!

### Recent Posts

### Posts by Topic

- [Blog (57)](https://www.abetteranswer.com/blog/topic/blog)
- [Better Service (52)](https://www.abetteranswer.com/blog/topic/better-service)
- [News (36)](https://www.abetteranswer.com/blog/topic/news)
- [Better Business (33)](https://www.abetteranswer.com/blog/topic/better-business)
- [Call Handling Heroes (33)](https://www.abetteranswer.com/blog/topic/call-handling-heroes)
- [Awards (29)](https://www.abetteranswer.com/blog/topic/awards)
- [Testimonials (21)](https://www.abetteranswer.com/blog/topic/testimonials)
- [ATSI (19)](https://www.abetteranswer.com/blog/topic/atsi)
- [Answering Service (17)](https://www.abetteranswer.com/blog/topic/answering-service)
- [Better Communications (15)](https://www.abetteranswer.com/blog/topic/better-communications)
- [Customer Service (15)](https://www.abetteranswer.com/blog/topic/customer-service)
- [Articles (12)](https://www.abetteranswer.com/blog/topic/articles)
- [Customer Experience (6)](https://www.abetteranswer.com/blog/topic/customer-experience)
- [Charities (5)](https://www.abetteranswer.com/blog/topic/charities)
- [Certifications (4)](https://www.abetteranswer.com/blog/topic/certifications)
- [Small Business (3)](https://www.abetteranswer.com/blog/topic/small-business)
- [CAM-X (2)](https://www.abetteranswer.com/blog/topic/cam-x)
- [DBJ (2)](https://www.abetteranswer.com/blog/topic/dbj)
- [call answering services (2)](https://www.abetteranswer.com/blog/topic/call-answering-services)
- [medical answering services (2)](https://www.abetteranswer.com/blog/topic/medical-answering-services)
- [Call Center (1)](https://www.abetteranswer.com/blog/topic/call-center)
- [HIPAA Compliance (1)](https://www.abetteranswer.com/blog/topic/hipaa-compliance)
- [answering service benefits (1)](https://www.abetteranswer.com/blog/topic/answering-service-benefits)
- [answering service outsourcing (1)](https://www.abetteranswer.com/blog/topic/answering-service-outsourcing)
- [call recording benefits (1)](https://www.abetteranswer.com/blog/topic/call-recording-benefits)
- [call recording for business (1)](https://www.abetteranswer.com/blog/topic/call-recording-for-business)
- [ecommerce answering service (1)](https://www.abetteranswer.com/blog/topic/ecommerce-answering-service)
- [enhancing customer experience (1)](https://www.abetteranswer.com/blog/topic/enhancing-customer-experience)
- [hiring an answering service (1)](https://www.abetteranswer.com/blog/topic/hiring-an-answering-service)
- [outsourcing during recession (1)](https://www.abetteranswer.com/blog/topic/outsourcing-during-recession)
- [startups (1)](https://www.abetteranswer.com/blog/topic/startups)
- [streamline business (1)](https://www.abetteranswer.com/blog/topic/streamline-business)

[see all](https://www.abetteranswer.com/blog/2015/08/why-practice-empathy-for-your-business/#)

### Blog Archive

- [January 2026 (1)](https://www.abetteranswer.com/blog/archive/2026/01)
- [October 2025 (1)](https://www.abetteranswer.com/blog/archive/2025/10)
- [April 2025 (1)](https://www.abetteranswer.com/blog/archive/2025/04)
- [January 2025 (3)](https://www.abetteranswer.com/blog/archive/2025/01)
- [May 2024 (2)](https://www.abetteranswer.com/blog/archive/2024/05)
- [April 2024 (2)](https://www.abetteranswer.com/blog/archive/2024/04)
- [September 2023 (4)](https://www.abetteranswer.com/blog/archive/2023/09)
- [June 2023 (2)](https://www.abetteranswer.com/blog/archive/2023/06)
- [April 2023 (1)](https://www.abetteranswer.com/blog/archive/2023/04)
- [March 2023 (1)](https://www.abetteranswer.com/blog/archive/2023/03)
- [February 2023 (1)](https://www.abetteranswer.com/blog/archive/2023/02)
- [December 2022 (2)](https://www.abetteranswer.com/blog/archive/2022/12)
- [November 2022 (5)](https://www.abetteranswer.com/blog/archive/2022/11)
- [June 2022 (1)](https://www.abetteranswer.com/blog/archive/2022/06)
- [May 2022 (3)](https://www.abetteranswer.com/blog/archive/2022/05)
- [March 2022 (2)](https://www.abetteranswer.com/blog/archive/2022/03)
- [February 2022 (4)](https://www.abetteranswer.com/blog/archive/2022/02)
- [November 2021 (1)](https://www.abetteranswer.com/blog/archive/2021/11)
- [October 2021 (1)](https://www.abetteranswer.com/blog/archive/2021/10)
- [August 2021 (1)](https://www.abetteranswer.com/blog/archive/2021/08)
- [July 2021 (1)](https://www.abetteranswer.com/blog/archive/2021/07)
- [June 2021 (4)](https://www.abetteranswer.com/blog/archive/2021/06)
- [May 2021 (5)](https://www.abetteranswer.com/blog/archive/2021/05)
- [April 2021 (3)](https://www.abetteranswer.com/blog/archive/2021/04)
- [March 2021 (3)](https://www.abetteranswer.com/blog/archive/2021/03)
- [February 2021 (5)](https://www.abetteranswer.com/blog/archive/2021/02)
- [January 2021 (4)](https://www.abetteranswer.com/blog/archive/2021/01)
- [December 2020 (3)](https://www.abetteranswer.com/blog/archive/2020/12)
- [November 2020 (4)](https://www.abetteranswer.com/blog/archive/2020/11)
- [October 2020 (1)](https://www.abetteranswer.com/blog/archive/2020/10)
- [September 2020 (3)](https://www.abetteranswer.com/blog/archive/2020/09)
- [August 2020 (3)](https://www.abetteranswer.com/blog/archive/2020/08)
- [July 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/07)
- [June 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/06)
- [May 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/05)
- [April 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/04)
- [March 2020 (1)](https://www.abetteranswer.com/blog/archive/2020/03)
- [February 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/02)
- [January 2020 (2)](https://www.abetteranswer.com/blog/archive/2020/01)
- [December 2019 (2)](https://www.abetteranswer.com/blog/archive/2019/12)
- [November 2019 (2)](https://www.abetteranswer.com/blog/archive/2019/11)
- [October 2019 (2)](https://www.abetteranswer.com/blog/archive/2019/10)
- [September 2019 (2)](https://www.abetteranswer.com/blog/archive/2019/09)
- [August 2019 (2)](https://www.abetteranswer.com/blog/archive/2019/08)
- [July 2019 (3)](https://www.abetteranswer.com/blog/archive/2019/07)
- [May 2019 (1)](https://www.abetteranswer.com/blog/archive/2019/05)
- [April 2019 (1)](https://www.abetteranswer.com/blog/archive/2019/04)
- [March 2019 (3)](https://www.abetteranswer.com/blog/archive/2019/03)
- [February 2019 (1)](https://www.abetteranswer.com/blog/archive/2019/02)
- [January 2019 (1)](https://www.abetteranswer.com/blog/archive/2019/01)
- [December 2018 (2)](https://www.abetteranswer.com/blog/archive/2018/12)
- [October 2018 (2)](https://www.abetteranswer.com/blog/archive/2018/10)
- [September 2018 (1)](https://www.abetteranswer.com/blog/archive/2018/09)
- [August 2018 (3)](https://www.abetteranswer.com/blog/archive/2018/08)
- [July 2018 (3)](https://www.abetteranswer.com/blog/archive/2018/07)
- [June 2018 (1)](https://www.abetteranswer.com/blog/archive/2018/06)
- [April 2018 (2)](https://www.abetteranswer.com/blog/archive/2018/04)
- [March 2018 (1)](https://www.abetteranswer.com/blog/archive/2018/03)
- [February 2018 (3)](https://www.abetteranswer.com/blog/archive/2018/02)
- [October 2017 (3)](https://www.abetteranswer.com/blog/archive/2017/10)
- [September 2017 (1)](https://www.abetteranswer.com/blog/archive/2017/09)
- [August 2017 (3)](https://www.abetteranswer.com/blog/archive/2017/08)
- [July 2017 (2)](https://www.abetteranswer.com/blog/archive/2017/07)
- [June 2017 (3)](https://www.abetteranswer.com/blog/archive/2017/06)
- [May 2017 (2)](https://www.abetteranswer.com/blog/archive/2017/05)
- [April 2017 (2)](https://www.abetteranswer.com/blog/archive/2017/04)
- [March 2017 (3)](https://www.abetteranswer.com/blog/archive/2017/03)
- [February 2017 (1)](https://www.abetteranswer.com/blog/archive/2017/02)
- [December 2016 (2)](https://www.abetteranswer.com/blog/archive/2016/12)
- [November 2016 (3)](https://www.abetteranswer.com/blog/archive/2016/11)
- [October 2016 (4)](https://www.abetteranswer.com/blog/archive/2016/10)
- [September 2016 (3)](https://www.abetteranswer.com/blog/archive/2016/09)
- [August 2016 (4)](https://www.abetteranswer.com/blog/archive/2016/08)
- [July 2016 (4)](https://www.abetteranswer.com/blog/archive/2016/07)
- [June 2016 (3)](https://www.abetteranswer.com/blog/archive/2016/06)
- [May 2016 (5)](https://www.abetteranswer.com/blog/archive/2016/05)
- [April 2016 (1)](https://www.abetteranswer.com/blog/archive/2016/04)
- [March 2016 (4)](https://www.abetteranswer.com/blog/archive/2016/03)
- [February 2016 (3)](https://www.abetteranswer.com/blog/archive/2016/02)
- [January 2016 (5)](https://www.abetteranswer.com/blog/archive/2016/01)
- [December 2015 (4)](https://www.abetteranswer.com/blog/archive/2015/12)
- [November 2015 (5)](https://www.abetteranswer.com/blog/archive/2015/11)
- [October 2015 (6)](https://www.abetteranswer.com/blog/archive/2015/10)
- [September 2015 (2)](https://www.abetteranswer.com/blog/archive/2015/09)
- [August 2015 (6)](https://www.abetteranswer.com/blog/archive/2015/08)
- [July 2015 (3)](https://www.abetteranswer.com/blog/archive/2015/07)
- [June 2015 (2)](https://www.abetteranswer.com/blog/archive/2015/06)
- [May 2015 (2)](https://www.abetteranswer.com/blog/archive/2015/05)
- [April 2015 (6)](https://www.abetteranswer.com/blog/archive/2015/04)
- [March 2015 (6)](https://www.abetteranswer.com/blog/archive/2015/03)
- [February 2015 (4)](https://www.abetteranswer.com/blog/archive/2015/02)
- [January 2015 (4)](https://www.abetteranswer.com/blog/archive/2015/01)
- [December 2014 (4)](https://www.abetteranswer.com/blog/archive/2014/12)
- [November 2014 (1)](https://www.abetteranswer.com/blog/archive/2014/11)
- [October 2014 (4)](https://www.abetteranswer.com/blog/archive/2014/10)
- [September 2014 (4)](https://www.abetteranswer.com/blog/archive/2014/09)
- [August 2014 (3)](https://www.abetteranswer.com/blog/archive/2014/08)
- [July 2014 (5)](https://www.abetteranswer.com/blog/archive/2014/07)
- [June 2014 (3)](https://www.abetteranswer.com/blog/archive/2014/06)
- [May 2014 (2)](https://www.abetteranswer.com/blog/archive/2014/05)
- [April 2014 (1)](https://www.abetteranswer.com/blog/archive/2014/04)
- [February 2014 (1)](https://www.abetteranswer.com/blog/archive/2014/02)
- [January 2014 (1)](https://www.abetteranswer.com/blog/archive/2014/01)
- [December 2013 (2)](https://www.abetteranswer.com/blog/archive/2013/12)
- [October 2013 (1)](https://www.abetteranswer.com/blog/archive/2013/10)
- [August 2013 (1)](https://www.abetteranswer.com/blog/archive/2013/08)
- [December 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/12)
- [November 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/11)
- [October 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/10)
- [September 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/09)
- [July 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/07)
- [June 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/06)
- [May 2012 (21)](https://www.abetteranswer.com/blog/archive/2012/05)
- [April 2012 (2)](https://www.abetteranswer.com/blog/archive/2012/04)
- [March 2012 (2)](https://www.abetteranswer.com/blog/archive/2012/03)
- [February 2012 (3)](https://www.abetteranswer.com/blog/archive/2012/02)
- [January 2012 (1)](https://www.abetteranswer.com/blog/archive/2012/01)
- [December 2011 (1)](https://www.abetteranswer.com/blog/archive/2011/12)
- [November 2011 (1)](https://www.abetteranswer.com/blog/archive/2011/11)
- [October 2011 (1)](https://www.abetteranswer.com/blog/archive/2011/10)
- [August 2011 (2)](https://www.abetteranswer.com/blog/archive/2011/08)
- [July 2011 (2)](https://www.abetteranswer.com/blog/archive/2011/07)
- [May 2011 (1)](https://www.abetteranswer.com/blog/archive/2011/05)
- [April 2011 (26)](https://www.abetteranswer.com/blog/archive/2011/04)
- [March 2011 (3)](https://www.abetteranswer.com/blog/archive/2011/03)
- [November 2010 (1)](https://www.abetteranswer.com/blog/archive/2010/11)
- [October 2010 (1)](https://www.abetteranswer.com/blog/archive/2010/10)

[see all](https://www.abetteranswer.com/blog/2015/08/why-practice-empathy-for-your-business/#)

[![New Call-to-action](https://no-cache.hubspot.com/cta/default/131482/6fe04cdb-fb75-43dd-a38d-8b638e10939e.png)](https://cta-redirect.hubspot.com/cta/redirect/131482/6fe04cdb-fb75-43dd-a38d-8b638e10939e)

### Contact Us

### Subscribe To Newsletter

### Connect With Us

[**](https://www.facebook.com/ABetterAnswer/) [**](https://twitter.com/ABetterAnswer) [**](https://www.instagram.com/abetteranswer/) [**](https://www.linkedin.com/company/a-better-answer/)

### Want to work for A Better Answer? Fill out our online [Job Application Form](https://www.abetteranswer.com/jobs) and become a Call Handling Hero®!

©2026 A BETTER ANSWER

[ Request a  
 Quote Now! ](https://www.abetteranswer.com/get-a-quote)

```json
"@context"
```