He's Learning This One

After hearing me apologize to a customer that I didn't have the information he is waiting for:

"Mama!  You just did empathy!"
"I did?!  Tell me how did that."
"You put yourself in someone else's shoes...well, I mean, you didn't take off your shoes and put theirs on, but you thought about how someone else would feel in the situation and then you said you were sorry!"

Now we know he understands it...let's just see if he can use it!  One step at a time.