How to show empathy in your customer service responses [with examples]

Catie joined Emphasis with an English literature and creative writing degree and a keen interest in what makes language work. Having researched, written, commissioned and edited dozens of articles for the Emphasis blog, she now knows more about the intricacies of effective professional writing than she ever thought possible.

She produced and co-wrote our online training programme, The Complete Business Writer, and these days oversees all the Emphasis marketing efforts. And she keeps office repartee at a suitably literary level.