Empathy Empathy is putting yourself

Empathy Empathy is putting yourself in the customer's shoes and paying special attention to the customer. Empathy has the following characteristics: the ability to approach customers, sensitivity, and effective understanding of customer needs.Tangible Tangible refers to the physical appearance of facilities, equipment, people, and communication materials. The tangible environment is the tangible expression of service personnel's more meticulous care and concern for customers. This evaluation could be extended to include the actions of other customers being served.Customers will compare the expected service with the received service from these five aspects, and finally form their own judgment of service quality. The gap between expectation and perception is a measure of service quality. In terms of satisfaction, it can be both positive and negative.