Empathy is the ability to understand the point of view and feelings of another — to walk the proverbial mile in someone else’s shoes. Empathy is one of those attributes that gets a lot of “buzz” but remains an abstract concept when translating to the business world. Consider how many interactions you’ve personally experienced as a customer where you felt like the employee really connected with you, are those experiences the exception or the rule? Alternatively, think about how great you feel when you do have an interaction where an employee takes the time to really understand and connect with you. Empathy is a critical skill for satisfying the needs of customers and remains one of the most difficult to master and apply in real world scenarios.