I write in response to an interesting question—Sympathy or Empathy?— CX expert and mentor, Annette Franz raises after narrating an extremely poor service encounter.
Customers’ expectations from service quality perspective generally follow the hierarchy as shown in the image alongside. As and when a need arises and considering that the tangibles are in place, 
we, as customers, expect empathy in full measure followed by quick and logical action to restore things back to normal. That would reflect the quality of company’s responsiveness as the most important measure of the intensity of its customer orientation.
If Annette’s story calls for sympathy it must go to the the adjuster, the supervisor as well as to the company to which they belong, for the way they conducted themselves. Either the company does not care at all or it is suffering from organisational schizophrenia—a fairly wide-spread ailment in which a disconnect occurs between policy and practice or between intent and implementation.