E is for Empathy. As I present my “Customer Service Excellence” Workshop at Athens Technical College, the word for today is Empathy. Empathy is a primary skill I learned in acting school and theatre 101 in order to develop my characters and “become” them on stage. Knowing and experiencing what another person endures carries over into many areas of our business, especially when evaluating job performance and providing customer service excellence. Like the old joke says, “Walk a mile in another person’s shoes – you’ll have new shoes plus good exercise!”