If you plan to dive into the ocean of the customer service industry, you must know what role empathy plays in the field. Among all other things, the interviewer will also look if you can empathize with the customer. This is a required trait because every customer who will call in for issues or difficulties they face while using your service will require empathy. You can answer this customer service interview question by saying empathy is essential while talking to somebody in distress. You can start by “Empathy is a powerful tool which helps understand the customer’s feelings, issues, and concerns. It can help strengthen the bond between the organization and the customer. Thus, enhancing the brand image. Empathy and proper resolution will make them use your service again.”