Empathy is not feeling sorry for someone. It's understanding where they are.

Emotional intelligence in customer service means recognising what the customer is feeling — frustration, confusion, worry, disappointment — and responding in a way that acknowledges that feeling before moving to the solution.

Sympathy

"I'm sorry you feel that way." — Distance. Detachment. You're watching from outside.

Empathy

"I completely understand how frustrating that must be." — Connection. You're standing with them.