Empathy, according to experts like Simon Sinek, Gary Vaynerchuk and Oprah is what is called a soft skill.

Soft skills—like awareness, empathy, and the ability to connect — refer to personal attributes that enable someone to interact effectively and harmoniously with other people.

Empathy is ones ability to understand how another person feels, to be able to walk a mile in their shoes.

Do you know how your client/customer feels, are you aware of why your spouse is so upset (not the reason, by the way, the feeling)?