It’s Time to Kill Customer Empathy
JUNE 6, 2023
Empathy is trendy. Qualtrics XM Institute [i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill” [ii] Because of this, customer service staff are receiving customer empathy training in droves. Paul Bloom, professor emeritus of psychology at Yale University, presents solid evidence that empathy can be counterproductive, even harmful, in many scenarios.