How can customer service representatives ensure that their empathy is genuine and not just a scripted response during interactions with customers?

Customer service representatives can ensure their empathy is genuine by actively listening to customers, acknowledging their feelings, and responding with personalized solutions. They should avoid using generic phrases and instead, show understanding by reflecting on the customer's emotions. It is important for representatives to genuinely care about the customer's well-being and demonstrate empathy through their tone of voice and body language. Building rapport and establishing a connection with customers can also help in showing authentic empathy rather than relying on scripted responses.