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No list of good customer service skills is complete without empathy. Empathy is the ability to understand another person’s emotions and to understand their point of view. How is empathy an important service skill? Consider that 70% of buying experiences are based on how the customer feels they are being treated. It’s not about whether the problem was solved, if there was a refund, or how much time was spent — at least, it’s not entirely, or even mostly, about those issues. Business people are so used to thinking about the bottom the bottom ost customers’ minds isn’t financial; it’s emotional. Emotions are more important than facts, plain and simple.