Customer care (customer service, help desks, technical support, contact call center) reps, sometimes struggle with showing empathy to angry customers. Heck, some struggle with showing empathy to any customer!

Throughout 20 years of inspiring and training professionals to understand the customer’s perspective and empathize to build customer loyalty, I have seen some who are naturally good at it, some who learn it, and others who struggle with it.

Most puzzling to me have been t...