They parrot back exactly what a customer said. They sound scripted. They miss or ignore customer cues about their feelings and bad experiences. They miss or ignore customer compliments. Customers escalate from a little upset to loud and angry.
Traditional empathy training provides scripted statements and advice on how to sound kind. This may seem right, but it misses the point of making truly empathic responses. Learners leave with words to say and ideas about tone of voice, but they never learn to connect with their callers.