In cases when your company has made a mistake you must never empathize with the customer for the inconvenience faced because when it comes to taking sides,you must always be on the side of your company.

Question

Quizplus · Accepted Answer

Empathizing with the customer is an important aspect of customer service. Ignoring their feelings and concerns can damage the relationship between the customer and the company. In cases of mistakes made by the company, it is important to acknowledge the mistake, apologize and offer a solution or compensation to the customer. Being on the side of the company does not necessarily mean ignoring the customer's perspective or needs.

In Cases When Your Company Has Made a Mistake You