Actually that's a good point. So I guess now the point is whether customer empathy actually is a key ingredient to professionalism. I suppose you can be a pro

Actually that's a good point. So I guess now the point is whether customer empathy actually is a key ingredient to professionalism. I suppose you can be a professional without having customer empathy (well ok maybe customer contact) but you won't be a fanatic and that's what companies are trying to recruit to reduce churn?