Answer and Explanation:
In simple words, empathy refers to the capability to understand and share the feelings for another person. It contains a long way fro building trust and develops a positive relationship.
Now just take an example suppose a person help the client so he would represent the empathy by speaking in soft spoken language so that the confidence and the trust in the company products could be seen. Also it does not permit the person to fulfill the customer demand as per the company policies.