Empathetic vs. Sympathetic

“The more high tech the world becomes, the more people crave high touch service…True or False?” What defines a customer?  What do they look like?  As consumers are we still varied by a wide variety of shapes and sizes, wants, needs expectations, attitudes, and expectations with them to the service transactions?  As an expert event planner, I have learned that when we recognize our customer’s emotional states helps us figure out the best way to be effective and serve them professionally.

How would you handle this?

• Timid Taylor walks into an event planning meeting looking panicky and stressed.  He is planning a birthday party for his boss, Mr. Anal and has never planned anything.
• Demanding Deloris is the point person for hosting events in her department. The holiday gala is the sixth function for the year. She strolls into banquet hall, knowing exactly what she wants.  Her “you all just stand back and take direction” attitude is evidently noticeable.

How do you treat Taylor and Deloris as individuals? Whatever the emotional state of your customers whether they are “cautious” or confident”, it is important to each of them that you understand what they are communicating to you and how they feel about the services you provide.

Sympathy involves identifying with or even taking on another person’s emotions. A sympathetic response goes further to a client then dictating their needs. Empathy means acknowledging and affirming another’s emotional state. An empathetic response goes further to a client then anger.

What are your thoughts?