When things don't align, there are different ways to see them.
One way is: this is how things should be—according to the rules or policies in place.
Another perspective goes deeper by asking: What is the customer seeking by not following the policy?
Empathy comes from experiences and capacity, but it also stems from a genuine desire to serve others.
With empathy, we can explore potential solutions that go beyond an he immediate reaction. When people know the policy but do not follow it, it often reflects unmet needs and desires.
While we still get to respond to issues at the policy level, the difference is that when we address what people truly want, even without being able to articulate it, we have an opportunity to change the outcome.
Striving for better outcomes for everyone is why empathy is so important.
