{"id":2678,"date":"2026-02-13T03:09:14","date_gmt":"2026-02-13T06:09:14","guid":{"rendered":"https:\/\/suricata.la\/why-empathy-is-the-basis-of-better-customer-service\/"},"modified":"2026-02-13T03:09:14","modified_gmt":"2026-02-13T06:09:14","slug":"why-empathy-is-the-basis-of-better-customer-service","status":"publish","type":"post","link":"https:\/\/suricata.la\/en\/why-empathy-is-the-basis-of-better-customer-service\/","title":{"rendered":"Why empathy is the foundation of the best customer service"},"content":{"rendered":"\n<p class=\"has-medium-font-size\"><em>For many specialists, it is the most important when it comes to building customer loyalty<\/em><\/p>\n\n\n\n<p>As we mentioned last week, <strong>one of the pillars on which exceptional customer service is based is empathy<\/strong>. And this does not only imply \u201cbeing nice,\u201d but is specifically related to the ability to \u201cput yourself in the customer\u2019s shoes\u201d to understand not only the problem they are facing, but also the frustration, urgency, or concern they feel as a result of that problem.<\/p>\n\n\n\n<p>In fact, for many specialists empathy is the most important pillar of all. Why? Because when a customer reaches out, <strong>what they are really looking for is not just a solution, but also to feel heard and understood<\/strong>.<\/p>\n\n\n\n<p>Empathy also has an impact in other ways:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>From transaction to relationship:<\/strong> an agent who demonstrates empathy turns a simple transaction (resolving a ticket) into an opportunity to build loyalty. The customer remembers how you made them feel far more than the solution itself.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Speeding up resolution:<\/strong> by validating the customer\u2019s feelings (for example, by saying \u201cI understand how frustrating it must be not to be able to access your account\u201d), the agent reduces the tension in the conversation. This allows the customer to calm down and collaborate more effectively, leading to a faster and more accurate resolution.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Active listening:<\/strong> understanding should be prioritized before offering a solution. This is achieved by training agents to ask questions aimed at understanding the impact the problem has on the customer\u2019s day-to-day life.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Using validating language:<\/strong> by using phrases such as \u201cI\u2019m very sorry you\u2019re going through this\u201d or \u201cI appreciate your patience,\u201d a reassuring message is being conveyed.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Humanizing the interaction:<\/strong> it\u2019s important to understand that the customer is talking to a person, not a bot. Breaking down the barriers of excessive formality when appropriate helps create a more genuine connection.<\/li>\n<\/ul>\n\n\n\n<p>At <strong>Suricata<\/strong> we always prioritize the human aspect and highlight training as a differentiating element.<\/p>\n\n\n\n<p>That\u2019s why, if you want to know more about <strong>Suricata<\/strong> <strong>Cx<\/strong> <strong>3.0<\/strong>, don\u2019t hesitate to contact us.<\/p>\n\n\n\n<p><\/p>\n\n<!--yoast-refresh-->","protected":false},"excerpt":{"rendered":"<p>For many specialists, it is the most important when it comes to building customer loyalty. As we mentioned last week, one of the pillars on which exceptional customer service is based is empathy. And this does not only imply \u201cbeing kind,\u201d but is specifically related to the ability to \u201cput yourself in the customer\u2019s shoes\u201d to &#8230; <\/p>\n<div><a href=\"https:\/\/suricata.la\/por-que-la-empatia-es-la-base-de-la-mejor-atencion-al-cliente\/\" class=\"more-link\">Read More<\/a><\/div>\n","protected":false},"author":2,"featured_media":905,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_metadesc":"","content_central_editor_notes":"","yoast_description":"","footnotes":""},"categories":[345],"tags":[1250,1011,846,869,1013],"class_list":["post-2678","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-newsletter","tag-active-listening","tag-customer-loyalty","tag-customer-service","tag-empathy","tag-human-connection"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Why empathy is the foundation of the best customer service - Suricata Cx<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/suricata.la\/en\/why-empathy-is-the-basis-of-better-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why empathy is the foundation of the best customer service - Suricata Cx\" \/>\n<meta property=\"og:description\" content=\"For many specialists, it is the most important when it comes to building customer loyalty. As we mentioned last week, one of the pillars on which exceptional customer service is based is empathy. And this does not only imply \u201cbeing kind,\u201d but is specifically related to the ability to \u201cput yourself in the customer\u2019s shoes\u201d to &#8230; Read More\" \/>\n<meta property=\"og:url\" content=\"https:\/\/suricata.la\/en\/why-empathy-is-the-basis-of-better-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Suricata Cx\" \/>\n<meta property=\"article:published_time\" content=\"2026-02-13T06:09:14+00:00\" \/>\n<meta name=\"author\" content=\"Martin Weidemann\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Martin Weidemann\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/suricata.la\\\/en\\\/why-empathy-is-the-basis-of-better-customer-service\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/suricata.la\\\/en\\\/why-empathy-is-the-basis-of-better-customer-service\\\/\"},\"author\":{\"name\":\"Martin Weidemann\",\"@id\":\"https:\\\/\\\/suricata.la\\\/#\\\/schema\\\/person\\\/572122124112b0679d624353d86e028f\"},\"headline\":\"Why empathy is the foundation of the best customer service\",\"datePublished\":\"2026-02-13T06:09:14+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/suricata.la\\\/en\\\/why-empathy-is-the-basis-of-better-customer-service\\\/\"},\"wordCount\":355,\"publisher\":{\"@id\":\"https:\\\/\\\/suricata.la\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/suricata.la\\\/en\\\/why-empathy-is-the-basis-of-better-customer-service\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/suricata.la\\\/wp-content\\\/uploads\\\/2025\\\/09\\\/Newsletter-156-La-empatia-como-pilar-de-la-atencion.jpg\",\"keywords\":[\"active listening\",\"customer loyalty\",\"Customer Service\",\"empathy\",\"human connection\"],\"articleSection\":[\"Newsletter\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/suricata.la\\\/en\\\/why-empathy-is-the-basis-of-better-customer-service\\\/\",\"url\":\"https:\\\/\\\/suricata.la\\\/en\\\/why-empathy-is-the-basis-of-better-customer-service\\\/\",\"name\":\"Why empathy is the foundation of the best customer service - 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